Customer Support Agent
An intelligent workflow agent that leverages internal knowledge to answer customer inquiries and feedback with optional human-in-the-loop oversight.
The Challenge
A leading SaaS provider was struggling to maintain quality support as their user base doubled. Their support team was overwhelmed by a high volume of repetitive Tier 1 inquiries—password resets, feature clarifications, and billing questions—leaving little time for complex technical issues. Response times slipped from hours to days, causing frustration among customers and burnout among agents.
Existing chatbots were rigid and rule-based, often failing to understand nuance and leading to "bot frustration." The company needed a solution that could handle the bulk of routine queries with empathy and accuracy while seamlessly looping in human agents for sensitive or complex cases.
The Solution
Syvoq deployed an Autonomous Customer Support Agent, a sophisticated AI workflow grounded in the company's internal knowledge base and historical ticket data.
- Intelligent Triage & Resolution: The agent analyzes incoming tickets to determine intent and complexity. It autonomously resolves routine queries by pulling precise information from technical documentation and policy guides.
- Human-in-the-Loop Workflow: For ambiguous or high-stakes inquiries, the agent drafts a suggested response and presents it to a human agent. The human reviews, edits if necessary, and approves—training the model with every interaction.
- Sentiment Analysis: The system detects customer frustration in real-time, automatically prioritizing these tickets for human intervention to prevent churn.
Technical Architecture
Agentic Reasoning
Unlike simple Q&A bots, this agent can take actions. Integrated with the CRM and billing systems via secure APIs, it can process refunds, upgrade plans, and reset accounts—all within defined safety limits.
Dynamic Context Loading
The agent instantly retrieves the customer's profile, usage history, and past interactions to personalize every response, avoiding the "please repeat your problem" redundancy.
Quality Assurance Framework
A separate "Critic" model evaluates generated responses for tone, accuracy, and policy compliance before they are sent. If a response falls below a confidence threshold, it is routed to a human queue.
The Impact
Customer Satisfaction
- •Response time dropped to < 2 minutes for 80% of inquiries.
- •CSAT scores increased to 4.8/5, exceeding pre-automation levels.
- •24/7 global support coverage achieved without adding headcount.
Business Efficiency
- •70% automatic deflection rate of Tier 1 tickets.
- •Human agents focus 90% of time on high-value, complex problem solving.
Key Takeaway
Automation in customer support isn't about replacing humans; it's about elevating them. By letting AI handle the routine volume with speed and precision, human agents are freed to provide the empathy and critical thinking that build deep customer loyalty. The result is a scalable support engine that gets better with every interaction.
Scale your support without scaling costs.
Learn how our AI Customer Support Agent can transform your customer experience.