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Customer Support agent

Ticket triage and refunds

Every new ticket read, matched to its order and resolved when it’s inside your limits. Refunds over your limit and upset customers go to a person.

  • $12,500 fixed
  • Live in 3 to 6 weeks
  • Yours to keep
Let’s build your agent How it works
The review screen for Ticket triage and refunds: four items, three done, and one ($480 refund) waiting for the support lead, who is asked: Approve a $480 refund on #40219?
How it works

A damaged order, a photo, and a refund inside the rules.

Here’s a typical run, step by step: what automation handles, what the agent does, and the calls that stay with your team.

The workflow for Ticket triage and refunds, in 5 steps. It starts with “A ticket lands” and ends with “Resolved, or handed over”. Each step lists what automation, the agent and your team do there.
Ticket triage and refundsA typical run
Starts withA ticket landsBy email or chat, often with a photo, and often after hours when nobody is there to read it.
The agent: Reads the words and the photo, files #40219 as damaged on arrival, and flags any customer who sounds upset for a person.
~50h/mo

Step 1 of 5Work out what’s wrong

  • The agent

    Reads the words and the photo, files #40219 as damaged on arrival, and flags any customer who sounds upset for a person.

    A ticket that says “return” often means “this arrived broken”, and the fix is different.

Reads
  • Support desk
Writes
  • Support desk

~50 hours a month back

Automation: Finds the account from the sender’s email and order 88120 on it, shows it delivered two days ago, and adds the tier and any open claims.
~25h/mo

Step 2 of 5Match the order

  • Automation

    Finds the account from the sender’s email and order 88120 on it, shows it delivered two days ago, and adds the tier and any open claims.

    The sender’s email finds the customer, and the order number on the ticket finds the order.

Reads
  • Orders
  • CRM
Writes
  • Support desk

~25 hours a month back

The agent: Checks the photo against the item ordered, reads your policy for damage on a standard account, and proposes a $480 refund.
~40h/mo

Step 3 of 5Check the policy

  • The agent

    Checks the photo against the item ordered, reads your policy for damage on a standard account, and proposes a $480 refund.

    Policies say things like “unless it was a sale item”. It has to be applied the way your team applies it.

Reads
  • Refund policy
  • Orders
Writes
  • Support desk

~40 hours a month back

Where teams differStores split here: a refund on the photo alone, the item back first, or a replacement before any refund.

Automation: Any refund past your limit goes to the support lead with the photo, the order and the policy line beside it.
IfYour team: Approves the $480 refund on #40219, or offers a replacement instead and says why.
~8h/mo

Step 4 of 5Sign off the refund

  • Automation

    Any refund past your limit goes to the support lead with the photo, the order and the policy line beside it.

    Your limit is a dollar amount per tier. Anything above it goes up, whoever the customer is.

  • Your teamIf over the $250 limit

    Approves the $480 refund on #40219, or offers a replacement instead and says why.

    Past your limit, a refund is money someone should put their name to.

Reads
  • Support desk
Writes
  • Support desk

~8 hours a month back

Where teams differThe limit often moves with the customer: $250 on a standard account, more for one that’s been with you for years.

Automation: Issues the refund on order 88120, sends the reply in your voice and closes the ticket with the reason on it.
~20h/mo

Step 5 of 5Refund and close

  • Automation

    Issues the refund on order 88120, sends the reply in your voice and closes the ticket with the reason on it.

    The amount is settled. Issuing it and closing the ticket are the clicks your team makes today.

Reads
  • Orders
Writes
  • Orders
  • Support desk

~20 hours a month back

Ends withResolved, or handed overA refund and a reply in your voice, or a person picking it up with the whole story in front of them.
Total~143h/mo

What changes

Routine tickets get resolved inside your policy, day or night. Your support lead signs only the refunds past the limit, with the photo and the order already there.

  • 3steps automated
  • 2steps for the agent
  • 1call kept with your team

Pick any step to see what happens there and why it sits in that lane.

What it could be worth

~143 hours a month back

$68,600 a year in time

For a support desk taking about 2,000 tickets a month, at $40 an hour. We work out yours from your own volumes before you sign.

Let’s build your agent
What we customize with you

One proven agent, plugged into how you work.

Every team does this job a little differently, so we set these five with the people who do it today. We’ve done this in dozens of businesses, so we know where teams usually differ and ask about those first.

The agent

Same for every client
  • Follows the same proven steps
  • A person on every exception
  • Every decision logged
  • Tested on your past work first
  • Never goes over your refund limit

  1. Your systems

    Where the work comes in, and where the result goes.

    For this agentTickets from your support desk, orders from your store or ERP.

  2. Your rules

    The limits and exceptions it works to.

    For this agentYour refund policy, limits by tier, and topics that always go to a person.

  3. Your team

    Who signs off, and who covers when they’re away.

    For this agentThe support lead for refunds over the limit, a manager for your top accounts.

  4. Your channels

    Where your team hears from it.

    For this agentReplies in your support desk, Slack for your team.

  5. Your output

    What it hands back, in the format you already use.

    For this agentA resolved ticket with the reply, or a handoff with the full story.

Reviewing conversations and drafting help articles are other agents in the catalog. Upset customers and complaints stay with your team.

What you get

The agent, and everything that keeps it working.

  • The agentRunning on your systems, under your rules.
  • The review screenWhere the exceptions land for your support team and the support lead.
  • Your rulebookYour limits, exceptions and who signs off, in one place, often for the first time.
  • A test reportYour past tickets, run through it and checked against the number.
  • The runbookHow it works, what to check, and what to do if it stops.
  • 30 days of tuningAfter it goes live, through a full month of your real tickets.
The number we agree

Time from a ticket arriving to it being resolved, and the share resolved the way your team would have. We measure it before we start, and again at day 30.

How we get there

Live in 3 to 6 weeks. About seven hours of your time.

We do the building. Your side: access, three months of resolved tickets, and a short weekly check-in.

  1. Before kickoff

    We send the access checklist.

    You, 2 hours. Access, an owner, and three months of resolved tickets.

  2. Weeks 1 to 2

    We connect your systems and set it up.

    You, 1 hour. Walk us through your rules.

  3. Weeks 2 to 4

    We test it on your past tickets.

    You, 1 hour. Review what it flagged.

  4. Weeks 3 to 6

    It runs beside your team, then goes live.

    You, 1¼ hours. Work from the review screen.

Then 30 days of tuning, with a short check-in each week, about two hours of yours. At day 30 we show you the number and hand everything over.

After it’s live

It keeps running whether or not we stay.

  • It runs in your accounts

    Your cloud, your systems, and an AI account in your name, billed by the provider at their rates.

  • Changes in the first 30 days are included

    A new rule, a changed limit, someone new signing off. That’s what tuning is for.

  • After that, your call

    Your team edits the rulebook, the care plan covers it, or a bigger change is quoted first.

Questions

About this agent.

What if a customer is upset?
Anything that meets your complaint definition, or an upset customer, goes straight to a person with the order and the history attached.
Will customers know it’s AI?
It replies from your support desk, with templates you approve, labeled the way you choose.
Our process isn’t quite like this. Will it still work?
That’s the usual case. The job looks the same in most businesses, but the details never do. We map how your team does it today, then set the rules, systems and approvals to match. That’s what most of the 3 to 6 weeks are for.
How do we agree the number?
Together, before any work starts. For this agent it’s the time from a ticket arriving to it being resolved, and the share resolved the way your team would have. We measure it before we start, and again at day 30.
What does it cost to run once it’s live?
Hosting and AI, paid straight to the providers, not through us. It usually runs 5x to 25x cheaper than doing the same work by hand, and we work out your figure from your real volumes before you sign.

Want your support team out of the routine tickets?

Tell us how your team handles tickets today. We’ll show you this agent on examples like yours, and whether it fits the fixed price.

Let’s build your agentBack to Customer Support
New to Switchboard Agents? How it works, what’s included, and what it costs.
  • 3 to 6 weeksto live, then 30 days of tuning
  • $12,500fixed, per agent
  • Yours to keepno license fees
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Switchboard Agents$12,500 fixed · live in 3 to 6 weeks How it works Let’s build your agent