Customer Support Systems

What this is for

Most customer support AI gets shipped, posts an okay deflection number for thirty days, and then quietly degrades as edge cases accumulate. We have taken over a lot of those systems. We have also built ours not to become them.

What we ship

• Retrieval over your real knowledge. Help center, internal wiki, product docs, ticket history. Indexed correctly, refreshed automatically, scoped to the user product and plan.
• Identity-aware answers. The agent sees the user account, plan, and recent activity, and answers about their situation, not the general one.
• Confidence-gated escalation. Hard rules about when not to answer. We measure the cost of a wrong answer and tune the gate accordingly.
• An eval suite drawn from real tickets. Updated weekly. Runs on every model and prompt change.
• An operational dashboard for the support lead. Deflection, CSAT, top failure modes, this week regressions, on one screen.

What "holds up under audit" means

Every answer is traceable. Every source document cited. Every action taken on a user behalf logged with redaction for sensitive data. If support gets a regulatory inquiry, you can show your work.