Use case · Customer supportAn AI that knows every customer, and every problem already solved.
Every day, your team handles problems it has already solved, for customers whose history lives elsewhere: in the CRM, in the sales rep's email, in a colleague's tickets. We link all of it in a company memory, without changing your tools. With every ticket, the support rep gets the customer's history, the solution already found for the same problem, and a reply ready to review.
Five questions your team asks on every ticket.
The ticket says what the customer wants. Who they are, what they were promised, how the same problem was solved last time and what the policy says are spread across the CRM, past tickets, Slack and a few colleagues. Here is what changes with a memory that links them.
| Today | With the company memory | |
|---|---|---|
| Have we already solved this problem, and how? | Similar tickets with no link between them. The colleague who solved it remembers, if they are available. | Tickets about the same problem grouped together, the solution that fixed it and the reply sent to the customer, with their source. |
| What happened with this customer before this ticket? | The history is split between the CRM, the sales rep's email and previous tickets. The customer tells their story a third time. | The account, its tickets, its sales conversations, its contract and what it was promised, linked, before replying. |
| Is this a known bug, and when will it be fixed? | The team asks in the engineering Slack channel, and waits. | The linked incident or product ticket, its status, the other customers affected and the reply to give. |
| What does the policy say in this case: refund, goodwill credit, escalation? | Three versions of the procedure are in circulation, and actual practice follows none of them exactly. | The current rule, the exceptions granted and the previous cases, retrieved with their source. |
| Which problems come up most this month, and for which customers? | Nobody counts. Feedback to the product team happens from memory, in a meeting, when there is time left. | Tickets grouped by cause, the customers affected and what they are worth to the business, ready for the product team. |
The support team's tools.
We replace nothing. The tools your team already uses feed the memory continuously, within each person's access rights.
Zendesk
Intercom- Freshdesk
- Front
HubSpot
Salesforce
Zoho
Notion
Confluence- Help center
Slack
Microsoft Teams
WhatsApp- Aircall
Linear
Jira
GitHub
Is one of your tools missing from this list? We connect it during deployment.
What changes for the support team.
Every problem solved once, not ten times.
When a problem has already been solved, the team knows: the ticket arrives with the identical cases, the solution found and the reply that was sent. A new hire answers like your most experienced rep, and the same problem no longer gets three different answers.
A customer who never repeats their history.
The account, past tickets, conversations with the sales rep, the contract and the promises are there before the first reply. Support talks to the customer like someone who knows them.
Feedback that reaches the product team without a spreadsheet.
Tickets are grouped by cause and linked to product tickets, and the memory updates itself: no more feedback file to compile, no more recurring problem waiting for the monthly meeting.
Your support processes, as they actually happen.
Before building anything, our interview agents talk to every member of the team and map the real process, not the documented one: the steps, the tools, who decides, and where it gets stuck.
The ticket, from arrival to closure.
Where it comes in, who triages it, where people look for the answer, who can grant a goodwill credit, how the reply is reviewed, when the ticket is closed and what is written afterwards. The process as the team actually runs it.
The escalation, from support to engineering and back.
When a ticket goes to engineering or product, with what information, how it is tracked, who tells the customer and when. Including the escalations that get lost in a Slack channel.
The friction points.
The same question answered ten different ways, the solution known to one person, the customer repeating their story, the escalation without context, the knowledge base article nobody follows anymore because it is wrong: that is where the first agents get built.
The agents we build with your team.
No off-the-shelf agents. Each one is designed with your support team, for a specific need, on top of a memory where all the data is already linked. Four examples among many others.
Draft reply
The agent triages the ticket, finds the tickets about the same problem and the solution that fixed it, checks the current policy and drafts a reply in the company's tone, with its sources. The support rep reviews and adjusts.
Who stays in control. The support rep reviews and sends. Nothing goes out without them.
Customer context
The account and its contract, past tickets and their outcome, conversations with the sales rep, what was promised, ongoing incidents that affect them: a one-page brief, current, before the first reply.
Who stays in control. Read by the support rep. Nothing is sent to the customer.
Documented escalation
The agent gathers the reproduction steps, similar tickets and the customers affected, creates the linked ticket in engineering or product, tracks its status and prepares the message to keep the customer informed.
Who stays in control. The support rep approves the escalation. Engineering prioritizes.
Knowledge base upkeep
The agent spots recurring questions with no article, articles contradicted by the team's recent replies and procedures that have changed, and proposes the updates with their source.
Who stays in control. The team approves before publishing.
These four agents are only a sample. Once the team's data is linked, an agent can be built for every task that deserves one: tier 1 replies in the customer's channel with handoff to a person at the slightest doubt, a weekly summary of causes for the product team, account review prep with the sales rep, SLA tracking. Tell us what takes up your team's time, and we will build the agent for it.
The questions each role asks.
Each role puts these questions to the memory through the AI your teams already use, or to your agents. Every answer cites its sources.
Head of Support
Sees causes, response times and open escalations without waiting for the team to pull it all together.
- Which problems generate the most tickets this month, and does the product team know about them?
- Which escalations have been waiting for an engineering answer for more than three days?
- Which customers opened more than three tickets this quarter?
- Which SLAs did we miss this week, and why?
- Which recurring questions have no article in the knowledge base?
Support Representative
Replies with the customer's history and the solution already found, without interrupting a colleague.
- Have we already solved this problem, and how?
- What was this customer promised, and by whom?
- Is this a known bug, and what can I tell the customer?
- Can I grant a goodwill credit in this case, and up to how much?
- Draft a reply for this ticket, with the sources.
Customer Success Manager
Prepares every account review with everything the company knows about the customer.
- What has happened with this account since the last review?
- Which tickets opened by this customer are still pending?
- Which features has this customer asked for, and where do they stand?
- Which accounts up for renewal had an incident this quarter?
- Prepare next week's account review.
Start with support. The same memory then serves the others.
The Company Brain is not a ticketing tool: it is the company's memory. The tickets, causes and promises linked for support also serve the product team that prioritizes, engineering that fixes, and the sales reps preparing a renewal. Start with one area, measure the result, then decide whether to expand.
Frequently asked questions
The questions support teams ask before getting started. If yours is not here, ask us directly.
Not by default. It drafts the reply; the support rep reviews and sends it. If you want, a tier 1 agent can reply on its own in the customer's channel, within a defined scope, with handoff to a person at the slightest doubt and a log of every reply.
No. Zendesk, Intercom, Freshdesk or Front remain the system of record, where your team keeps logging and tracking tickets. The memory links what they contain to the CRM, the knowledge base and product tickets; it does not replace them.
No, it is the most common situation. The memory starts from the replies the team actually sent, the ones that solved the problem, and our interview agents reconstruct the rest with them. The knowledge base becomes an outcome again, not a prerequisite.
Every draft reply cites its sources: the comparable ticket, the article, the policy, the sales conversation. The support rep sees where the reply comes from before sending it, and every agent action is logged. What is not in the memory is flagged, not guessed.
Most often one channel or one product, with the draft reply and customer context: two cases where the benefit is measurable within the first few days, in handle time per ticket and number of follow-ups. We measure, then we expand.
Let's talk about your support team.
Thirty minutes: your tools, your tickets, and the first agent that would give your team time back.