A support agent that resolves routine tickets and escalates the rest.
Practice
AI agents
Format
Sprint → Production Build
Typical timeline
8–12 weeks
Team
2–3 senior engineers
support-agent · queue
- Refund request · duplicate chargeResolved
- Change delivery addressResolved
- Chargeback disputeEscalated to human
The problem
Skilled people stuck on repetitive tickets.
Most support queues are dominated by a handful of routine requests: refunds, address changes, order status. Each one needs lookups in two or three systems. The team spends its day on lookups instead of the tickets that need judgment.
What we build
An agent that does the lookups and the action.
The agent reads each ticket, checks billing, orders and your knowledge base, then resolves it or drafts a reply. Anything outside policy, or above a set amount, goes to a person with a summary and the evidence attached.
Architecture
Runs in your cloud- 1 · Trigger
New ticket
From your helpdesk via webhook
- 2 · Agent
Plan → act → verify
Primary model with a fallback
- 3 · Tools
Billing · orders · knowledge base
Exposed through an MCP server
- 4 · Control
Guardrails · approval
Sensitive actions need a person
- Evals in CI
- Tracing
- Cost caps
- Audit log
What we measure.
- 01
Resolution accuracy
Did the agent take the right action, checked against labelled tickets.
- 02
Escalation quality
Does it hand off the tickets a person should see, and only those.
- 03
Tone & policy
Replies follow your voice and your refund and privacy policies.
- 04
Cost & latency
Cost per ticket and time to resolution, tracked per release.
How it rolls out
- Week 1–2
Agent Sprint: map ticket types, label a sample, build a prototype and an eval baseline.
- Week 3–6
Build tools and integrations, add guardrails, grow the eval suite from real tickets.
- Week 7–9
Shadow mode: the agent drafts, people approve. Compare against the evals.
- Week 10+
Staged rollout by ticket type, monitoring, and handover to your team.
What you get
- Agent code in your repository
- MCP server for your tools
- Eval suite and CI gates
- Dashboards and alerts
- Runbooks and a handover session
More
See other typical engagements
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