Customer Support Copilots
Support Copilots That Resolve, Not Just Respond
AI agents that handle the routine, escalate the complex, and maintain your brand voice—deployed in your infrastructure, owned by you.
The Support Scaling Problem
Your support team handles the same questions repeatedly. Customers wait while agents search knowledge bases. Handle time rises. Hiring can't keep pace with ticket volume. You've looked at SaaS chatbots, but they give generic answers that frustrate customers and don't integrate with your systems.
A well-built support copilot changes the economics: agents focus on complex issues while AI handles the routine. But only if the AI actually resolves problems rather than creating new ones.
What We Build
For a typical support copilot, we target 30-50% ticket deflection—issues resolved without human intervention. The remaining tickets route to agents with full context and AI-suggested responses.
Intelligent Ticket Resolution
Support copilots that can actually solve problems, not just acknowledge them. Access your knowledge base, understand customer history, follow resolution workflows.
Multi-Channel Capability
Deploy across chat, email, and voice channels with consistent behavior. Customers get the same quality experience regardless of how they reach you.
Context-Aware Routing
When issues require human attention, the copilot routes intelligently with conversation summary and relevant customer history.
Safety Guardrails
Prevent commitments outside your policy, liability admissions, advice that could harm customers, or confidential information disclosure.
Typical Impact
Integration Points
Support copilots need access to your systems to be useful. We build integrations using MCP and custom connectors.
Knowledge bases
Zendesk, Confluence, internal wikis, product documentation
Customer data
CRM records, order history, account status
Ticketing systems
Zendesk, Salesforce Service Cloud, Intercom, Freshdesk
Internal tools
Order management, account administration, technical diagnostics
Prompt Engineering for Support
Support copilots require specialized prompt engineering:
We develop prompts iteratively against real support data, evaluating quality until the copilot performs reliably across your actual query distribution.
Tone Calibration
Matching your brand voice across scenarios—professional but warm, direct but empathetic, helpful without being obsequious.
Escalation Logic
Knowing when to keep trying and when to bring in a human. The threshold varies by issue type, customer sentiment, and conversation length.
Error Handling
When the copilot doesn't know an answer or can't take an action, it says so clearly and provides useful alternatives.
Edge Case Coverage
Support queries include complaints, frustrated customers, requests in broken English, and questions about features that don't exist. The copilot handles these gracefully.
Deployment Approach
This phased approach reduces risk while delivering value quickly. Most teams reach Phase 3 within 4-6 weeks of deployment.
Phase 1: Assist Mode
The copilot suggests responses that human agents approve before sending. Your team evaluates quality and builds confidence.
Phase 2: Supervised Automation
The copilot handles routine queries autonomously while flagging edge cases for review. Humans spot-check a sample of automated responses.
Phase 3: Full Automation
High-confidence queries resolve without human involvement. Monitoring catches quality degradation. Humans focus on complex issues.
Ready to transform your support economics?
We'll analyze your ticket data, identify high-impact automation opportunities, and show you what a support copilot can accomplish.