Customer support.
What clients bring us.
Contact centers and support teams with 1,000+ tickets a month keep handling the same questions: where's my order, how do I return an item, how do I change my billing details. Agents spend most of their time on routine cases instead of the genuinely complex ones—which is backwards.
A knowledge base exists, but it's scattered across Zendesk, Confluence and a shared drive. Training a new agent takes weeks, and turnover is high. AI chatbots from 2019 have a bad reputation—they deflect customers without resolving anything and generate negative reviews. Meanwhile, the CFO is pushing to cut support costs.
How we do it.
A modern LLM chatbot can genuinely resolve most typical questions on its own—if it's well integrated with your systems and backed by a solid knowledge base; we confirm the exact share against your own data in a pilot. We build the solution on top of Zendesk, Intercom, Freshdesk or Front (whichever you have)—no migration, just an extension.
The chatbot answers common questions with citations back to the knowledge base, can carry out simple operations (address changes, order status), and escalates to an agent the moment a customer wants that or seems unsure. The agent gets full context and can focus on complex cases. In parallel, we build AI ticket classification, automatic tagging and suggested replies—the agent moves faster even where AI doesn't deflect.
4 steps from audit to growth.
- 01
Ticket and knowledge base audit
2 weeks: analysis of volume, question categories, deflection potential, quality of the existing knowledge base. Defining success metrics (CSAT, deflection rate, AHT).
- 02
Knowledge base and AI pilot
6–8 weeks: refreshing the knowledge base, integrating an LLM with Zendesk/Intercom, escalation logic. A pilot on 30% of traffic in one language.
- 03
Rollout and agent tooling
4–6 weeks: expanding to 100% of traffic, AI-suggested replies for agents, automatic ticket classification. Team training.
- 04
Operations and iteration
Weekly review of CSAT and deflection metrics, prompt tuning, expansion to more channels (chat, email, voice) or languages.
A free call comes first.
30 minutes, no strings attached. We'll talk through what you're dealing with in your industry and recommend the next step—for larger projects, that can mean a paid audit of your whole stack.