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Solution · Customer support

Routine tickets handled. Hard ones escalated.

Common questions resolved end to end, drafts prepared for your agents on complex cases, and escalations that arrive with full context. Around-the-clock coverage, so your team carries more client work with the people it has.

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Customer support · department
AI support agentFirst response in 7 min for an EV charging client

Delivers

  • Routine questions resolved
  • Drafts for agent review
  • Escalation with full context
  • First-contact resolution 35% to 55% for an EV charging client

Time to live4-6 weeks

Where it breaks

Same questions. Every day. All day.

High volume consuming agent time. Inconsistent quality. Slow resolution affecting CSAT. Clients expect answers outside office hours.

The fix

We automate the repetitive volume so your agents handle what actually needs a human.

AI support agent · Before / after3 changes
  1. First response (EV charging client): ~1 business day7 minutes
  2. First-contact resolution: 35%55%
  3. CSAT: 50%70%

What we build

An agent is a stack.

3 capabilities working as one, built in your customer support stack.

AI support agent · capabilities3 parts
Fully automated resolutionCommon inquiries resolved end to end, without a person in the loop.
  • End-to-end resolution for common issues
  • Multi-channel support
  • 24/7 automated coverage
  • Agent corrections kept for the next run
Agent assistAI provides recommendations and drafts for complex cases. Agents review and send.
  • Draft response generation
  • Knowledge base suggestions
  • Context-aware recommendations
  • Quality consistency
Intelligent routingComplex issues escalated to specialists with full context. No information lost in handoff.
  • Smart classification and routing
  • Full context preserved in escalation
  • Specialist matching
  • Datadog performance monitoring

How it works

Resolve. Assist. Escalate.

  1. Step 01Connect your support stackIntegrate with your ticketing system, knowledge base, and monitoring tools.
  2. Step 02AI handles the volumeCommon issues resolved automatically. Complex cases get AI-drafted responses for agent review.
  3. Step 03Your team handles exceptionsEscalated issues arrive with full context. Your agents focus on what needs human judgment.

Under the hood

Plugs into your stack.

AI support agent works inside the tools your team already uses, on infrastructure you own. Typically live in 4-6 weeks.

AI support agent · Integrations5 connected
  • Mobile Integration (iOS, Android, or cross-platform)
  • Monitoring & Observability (Datadog, Splunk, New Relic, etc.)
  • Team Communication (Slack, Teams, or your tool)
  • Knowledge Base (Zendesk, Confluence, or your system)
  • Runtime & Orchestration (Trinity by Ability AI)

Time to live4-6 weeks

Agents in Customer support

Ready-made agents for this department.

All agents
Support AgentCustomer Support AgentAI customer support that triages, enriches, and resolves tickets with human-in-the-loop safety.Customer support

Proof

In production.

All case studies

Customer support

Support answers in minutes, not a business day

EV Energy runs customer support across 26 utility programs worldwide. We built an AI agent that answers compatibility tickets in minutes - and customers noticed unprompted. In six weeks, first response went from a business day to 7 minutes, resolution rose 35% to 55%, and CSAT 50% to 70%.

First response (was ~1 business day)
7 min
Blended category response (was 1–2 days)
5 hours

Questions

Before you ask.

What happens when AI can't solve an issue?

Smart escalation to human agents with full context preserved. No information lost in handoff. Complex issues go straight to specialists.

How do you maintain CSAT with AI?

Every reply the agent mishandles is flagged and reviewed, and the knowledge base is updated, with every change on the record. You tune what it may answer and what goes to a person.

What results have clients seen?

For an EV charging client, first response went from about one business day to 7 minutes, first-contact resolution from 35% to 55%, and CSAT from 50% to 70%. Your results depend on your volume and processes.

What ticketing systems work?

Freshdesk, Zendesk, Intercom, and most ticketing systems via API. We integrate with your existing knowledge base and workflows.

Do we own the system?

Yes. You own the system. We build the infrastructure in your stack, hand over the keys, and you own it forever - no vendor lock-in.

Next step

Want this in your company?

Start hereBring one workflowA 30-minute working call. We’ll map your customer support workflow to an agent stack and tell you honestly whether it’s worth building.
Book a callFor agencies and partners
The departmentCustomer support in TrinityEvery solution, agent and question for this department, in one place.

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