Customer support agent
The agent answers the questions your team has already answered a hundred times, grounded in your actual docs and policies, and escalates everything else to a human with the context already gathered.
The problem
Most support queues are dominated by repeat questions, and the harder minority is where customers judge you. Generic chatbots handle both badly.
Response time expectations are set by companies with follow-the-sun support teams. A small team covering one timezone starts every day with a backlog.
Canned-response tools break the moment a question combines two topics or references an order.
How the agent runs it
Ground in your docs
The agent is built on your help docs, policy pages, and historical resolved tickets, with citations, so every answer can show its source.
Draft or answer by tier
You choose per category: the agent replies directly to routine questions, or drafts replies for human review. Most teams start in draft mode everywhere.
Act on your systems
Order lookups, subscription changes, refund preparation: the agent does the retrieval and prepares the action; execution rights are granted per action type.
Escalate with context
Anything it cannot handle goes to your team as a summarized handoff with the research already done.
Human in the loop
Where your team stays in charge
Refunds, account changes, and anything with legal or financial weight always route through a person. The agent's confidence thresholds are yours to set and tighten.
Work arrives
invoice · ticket · email
Passcut agent
reads · codes · prepares
Your team approves
one click · always human
Done, filed
in your system
Anything unclear goes straight to a person
What changes
Typical before and after for this workflow. We measure your baseline during the audit and commit to numbers per engagement.
| Before | With the agent | |
|---|---|---|
| First response | Hours (timezone-bound) | Minutes, any hour |
| Repeat questions | Consume the queue | Handled or pre-drafted |
| Escalation quality | Raw forwarded threads | Summarized with research |
| Coverage | Your business hours | Continuous |
Connects to what you run
- Zendesk
- Intercom
- Freshdesk
- Help Scout
- Shopify
- Stripe
- Slack
Different stack? We integrate through the official API first, exports and email second, browser automation last. The audit tells you where your tools sit before you spend anything.
Common questions on this workflow
Will customers know they are talking to an AI?
Yes, if you want. In the EU, disclosure is legally required in most contexts, so we default to clear labeling everywhere.
What stops it from inventing answers?
Grounding and refusal: the agent answers only from your approved sources and hands off when confidence is low. Its citation rate and handoff rate are visible in the run log.
Can it issue refunds?
It can prepare a refund with the evidence attached; a person clicks execute. That boundary is written into the contract, not just the settings.
Related: Invoice processing automation · Receipt & expense data extraction · AP approval workflow automation
See what customer support agent would save you
45 minutes. We map the workflow as you run it today, estimate the hours an agent returns, and quote the pilot. No obligation.