Northwind Support · Customer Support
AI support triage for a global support platform
An agentic triage layer that reads every inbound ticket, drafts resolutions and routes only novel cases to engineers.
68%
first-touch resolution
-40%
average handling time
<2 min
first response time
The challenge
A 24/7 support operation was drowning in ticket volume. First response times stretched past two hours and senior engineers spent a third of their day on repetitive, well-documented issues.
Our solution
We built a multi-step agent: retrieval over the knowledge base and past tickets, a drafting stage with confidence scoring, and a routing stage that escalates genuinely novel or high-stakes cases with full audit trails. Every answer ships with citations, and a human review loop feeds corrections back into the evaluation suite.
“First-touch resolution went from hours to minutes, and their team was honest about what automation could and couldn't do.”
Ready to build something that actually ships?
Book a free 30-minute consultation with a senior engineer. No sales script — just an honest look at your problem.