Support operations AI, with a human in the loop.
AI automation for customer support operations, built on the APLS platform: governed ticket triage, drafted responses, and instant knowledge retrieval, inside the helpdesk platform you already run. Resolutions get faster, CSAT goes up, and nothing goes out unreviewed unless you allow it.
Support that scales without headcount.
Tickets are classified, prioritized, and routed on arrival using the first message’s intent, sentiment, and urgency.
Agents get a grounded draft with citations to your knowledge base. Routine replies go out in seconds; agents stay in control.
Permission-aware RAG uses help-center articles, macros, and past resolutions, with sources included in answers.
Track resolution time, deflection, and satisfaction for each workflow to support the ROI case in finance reviews.
[ 41% FASTER FIRST RESOLUTION: TYPICAL FIRST-QUARTER RESULT, YOUR BASELINE WILL VARY ]
Live in four weeks, governed from day one.
Your helpdesk connected read-only; knowledge base indexed; historical tickets used to fit the triage model to your taxonomy.
→ Week 1–2: shadow-mode triageDrafted responses appear in the agent workspace. Every send is a human decision; every draft is logged with its sources.
→ Week 3: agent-assist liveRoutine intents you approve graduate to automatic resolution with bounded authority, and a one-click path back to a person.
→ Week 4: governed auto-resolve