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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 past the limit.

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 “Drafted, 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: Readies the refund on order 88120 and drafts the reply in your voice, with the reason on the ticket, for your team to send.
~20h/mo

Step 5 of 5Refund and reply

  • Automation

    Readies the refund on order 88120 and drafts the reply in your voice, with the reason on the ticket, for your team to send.

    The amount is settled. Readying the refund and writing the reply are today’s clicks. A person still sends it.

Reads
  • Orders
Writes
  • Orders
  • Support desk

~20 hours a month back

Ends withDrafted, or handed overA refund ready and a reply drafted for your team to send, or a person picking it up with the whole story.
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 refunds past your limit without a person

  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 agentDrafts in your support desk, Slack for your team.

  5. Your output

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

    For this agentA refund ready and a reply drafted, 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 how your team handled them.
  • 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 track

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, so you can see what changed.

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, a main stakeholder, 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, optional support 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 drafts in your support desk, from templates you approve, and a person on your team sends every reply. Label it however 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 you measure it?
Before any work starts, we measure where you are today. 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, so you can see what changed.
What does it cost to run once it’s live?
Hosting and AI, paid straight to the providers, not through us. It usually costs a small fraction of what the same work costs 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
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  • 3 to 6 weeksto live, then 30 days of tuning
  • $12,500fixed, per agent
  • Yours to keepno license fees
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