Faster resolutions. Lower costs. Happier customers.
An AI customer support agent that triages tickets intelligently, enriches cases with account context, delivers guided resolutions, and handles safe auto-responses — all with human review built in. Pilot in 2-4 weeks.
Your support team is drowning. Customers are waiting.
High volume. Inconsistent answers. Manual triage that wastes agent time. Root causes never make it back to product. Knowledge scattered across articles nobody can find. Scaling means hiring — and hiring means training time you don't have.
Smart triage, guided playbooks, and safe auto-responses handle the volume. Your team focuses on complex cases. Root-cause data feeds back into product and documentation automatically.
Capabilities
Smart triage and enrichment
Every ticket is classified, enriched, and routed before a human touches it. Intent, language, sentiment, and account context — all automatic.
- •Intent, language, and sentiment detection on every incoming ticket
- •Auto-enrichment with account, plan, device, region, and incident history
- •Confidence-scored routing to the right team or playbook
- •Priority escalation for high-value accounts and critical issues
Guided resolution playbooks
Standardized decision trees for your top contact drivers. Step-by-step paths that reduce error rate and ensure consistent answers.
- •Standardized decision trees for top contact drivers
- •Eligibility checks and compatibility matrices built in
- •Step-by-step resolution paths that reduce error rate
- •Playbook coverage expands category by category over time
Safe auto-first responses
Confidence-gated, risk-filtered, entitlement-checked. Falls back to draft for agent review when confidence is low. Human-in-the-loop by default.
- •Confidence-gated responses with configurable thresholds
- •Risk filtering and entitlement checks before any auto-response
- •Falls back to draft for human review when confidence is low
- •Human-in-the-loop by default — auto-responses are opt-in per category
Knowledge operations
Article lifecycle management, taxonomy cleanup, and self-serve wizards that deflect common questions before they become tickets.
- •Article lifecycle management: create, update, retire knowledge base content
- •Taxonomy cleanup and consistent categorization across articles
- •Dynamic snippets for frequently asked questions
- •Self-serve wizards that deflect common questions before they become tickets
QA and compliance automation
Automated quality sampling, policy adherence alerts, PII redaction, and structured root-cause reporting that feeds your product backlog.
- •Automated QA sampling against checklists and quality standards
- •Policy adherence alerts and compliance monitoring
- •PII redaction and audit trails for sensitive data handling
- •Structured root-cause reporting that feeds product backlog directly
How the Support Agent works
Discover and baseline
Map top contact drivers, baseline metrics (FRT, TTR, FCR, CSAT), inventory systems and entitlements. Know where you stand.
Standardize and automate
Smart triage live in week 2. Guided playbooks for top categories. Safe auto-responses with confidence gates. QA automation active.
Close the loop
Structured root-cause data feeds product and documentation. Expand coverage category by category. Measure deflection, MTTR, and cost reduction.
Results
| Before | After |
|---|---|
| Response time: 12-hour average | Under 2 minutes with auto-triage |
| 82% of tickets miscategorized | 73.8% auto-categorized correctly |
| ~122 tickets/month | 68-72/month (41-44% reduction) |
| Inconsistent resolution across programs | 83-100% resolution rate on key programs |
| Manual triage consuming hours | ~95 hours/month saved (~$48K/year) |
Industry benchmark
Results proven at EV Energy: pilot-to-production in 2-4 weeks with measurable ticket reduction from day one.
Technology
Tech stack
Build time
2-4 weeks (pilot), 6-8 weeks (full)
Use cases
High-volume B2C support
Support leader at e-commerce, SaaS, or energy company
Handle 10K+ monthly tickets with complex eligibility rules without proportionally scaling headcount
Multi-program service operations
Operations manager running multiple products or utility programs
Manage rules that vary by region, plan, and device with consistent, accurate resolution across all programs
Scaling without hiring
Fast-growing company facing 2-3x ticket volume
Handle volume growth without proportionally scaling headcount — 20% deflection delivers significant cost savings
What our clients say
"Working with Ability.ai helped us streamline parts of our customer support and community management. Their automation tools saved our team time and made our processes more efficient."
Boiko Dmytro
COO
HOLYWATER
"Omg this is insane what you've done with the MVP without much direction from me. I appreciate the depth of your work and see so much long term work together."
Erik
NutraDirect
"From day one, Ability.ai brought a thoughtful, results-first approach to our partnership. They quickly understood our goals, proposed pragmatic solutions, and moved implementation forward with minimal friction. Their responsiveness and domain expertise have improved both our team’s efficiency and the impact of our campaigns."
Mike Rizzo
CEO
MarketingOps
Ready to get started?
Book a strategy call. We will scope your project in 30 minutes.
How we get there
Discovery call
30-minute conversation to understand your pain points and current workflow.
Scoping & proposal
We define the deliverables, timeline, and fixed cost for your starter project.
Build & iterate
We build, test, and refine with your team. You see progress every week.
Handover & scale
You own the system. No subscriptions. Scale to more solutions when ready.
Fixed-cost starter project. No platform fees. You own everything.
Questions about the Support Agent
How do you handle LLM accuracy and hallucination risk?
Every auto-response passes through confidence gates, risk filters, and entitlement checks. When confidence is low, it drafts a response for human review instead of sending automatically. Human-in-the-loop is the default — auto-responses are opt-in per category.
What about compliance and PII handling?
Built-in PII redaction strips sensitive data before processing. Full audit trails track every action. Policy adherence monitoring alerts on deviations. The system is designed for regulated environments from day one.
Are we locked into a specific vendor?
No. The stack is open: n8n for orchestration, your existing helpdesk (Freshdesk, Zendesk, or others), and standard APIs. You own every workflow, playbook, and configuration. Switch any component without rebuilding.
How fast can we see results?
Smart triage goes live in week 2. Most pilots show measurable ticket reduction within the first month. Full deployment with expanded playbook coverage takes 6-8 weeks. EV Energy saw 41-44% ticket reduction during pilot.
How do we justify the cost?
Even 20% ticket deflection delivers significant savings. At EV Energy, the agent saves approximately 95 hours per month in manual triage alone — roughly $48K per year. ROI is typically visible within the first month of operation.
Does it work with our existing helpdesk?
Yes. The Support Agent integrates with Freshdesk, Zendesk, Intercom, and other major helpdesk platforms via API. It works alongside your existing workflows — triage, enrichment, and playbooks layer on top of your current setup.