Offload frontline support without sending tickets to the cloud
AI Support Agent
Website support agent that offloads overwhelmed support reps
The situation
The problem
The client had two support reps overwhelmed with incoming requests. Frontline FAQs, user-info capture, and simple actions were eating the queue — the hard cases never got the time they needed.
How it usually works
The default path is a hosted chatbot. Tickets, account context, and conversation history leave the site and land on a provider's servers, where they can be logged, reviewed, or used to train the next model. Support IP — macros, policies, customer details — rides along.
How we ran it
We embedded the agent on their website. FAQs, intake, and guided actions run in their product surface instead of a public chat window. Reps keep the exceptions. Customer conversations are not shipped to a general-purpose LLM as a side effect of answering “where is my order.”
Strategy
Treat support as a desk on the site, not a bolt-on widget that phones home. The agent handles frontline FAQs, gathers the user info a ticket actually needs, and performs the guided actions their workflows already allow — then hands off when judgment is required.
Implementation
A custom agent adapted to their existing support workflows and deployed on the site they already run. Tooling is scoped to the actions the business already performs; the model is a worker on their stack, not a third-party inbox.