Case study
Support triage with replies ready for review
Incoming tickets are categorised and routed, with suggested replies drawn from the team’s help documents. Agents review and send.
Read the full case studyCustomer service automation
Customer service automation that sorts tickets and drafts replies
Aigentcy builds customer service automation that categorises and routes incoming tickets and drafts replies from your own help documents. Your agents review, edit and send, and sensitive questions stay with a person.
- Tickets categorised and routed on arrival
- Draft replies from your approved help documents
- Sensitive requests flagged for a person
Where support time goes
Agents categorise, tag and route incoming tickets before they can start resolving them. Repeated questions mean drafting the same kinds of replies every day. The queue grows while the work that needs an agent waits.
What customer service automation handles
The workflow prepares the ticket and a suggested reply inside your existing support process.
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Categorise and prioritise
Incoming emails and form submissions are categorised and prioritised the moment they arrive.
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Route with consistent tags
Tickets reach the right queue with the same tags every time, so reporting stays accurate.
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Draft suggested replies
Replies are drafted from your approved help documents, ready for an agent to check, edit and send.
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Flag what needs a person
Ambiguous and sensitive requests are flagged and kept with a person from the start.
Customer service automation with agents in control
Agents receive a sorted queue and a draft they can check or edit. Nothing reaches a customer until an agent sends it, unless you decide otherwise for a specific type of question.
Multi-brand and multilingual support
Where one team supports several brands, each brand keeps its own queues, tone and help documents. The same routing and drafting rules apply across all of them, so service levels stay consistent.
How a project runs
Aigentcy is AI-native. We build with AI every day, so we know where it saves time and where a simple rule works better. Every engagement is scoped with clear KPIs.
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Map the process
We map where the work arrives, who copies it, who checks it and where it goes next. We agree what to measure before we build. Discovery typically takes 2 to 4 weeks.
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Build it into your tools
We connect the systems your team already uses and add approval steps where a person must decide. A focused sprint on one to three processes runs 6 to 12 weeks.
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Measure and hand over
We report time saved, error rates and cost per process against the baseline, and hand over a working automation with an owner, logs and exception handling.
What changes for your support team
- Less time sorting and tagging tickets
- Faster first responses, measured against your baseline
- Consistent answers drawn from your own help documents
Proof from our work
The automation took the repetitive admin off our desks and put it on a schedule. My team got their time and attention back, and now they spend it on the people work that actually needs them.
Rachel Tabone Hall
Head of HR, Multiple Group
Frequently asked questions
The questions buyers ask us before a first call. Anything else, ask us on the call.
Will our customers talk to a bot?
Only if you choose that. Our standard setup drafts replies for agents to review and send, so customers hear from your team.
Where do the suggested replies come from?
From your approved help documents and past answers you choose to include. When the documents do not cover a question, the ticket is flagged for an agent.
Does it work with our help desk?
We connect to your existing help desk and support inbox through their APIs, so agents keep working in the tool they know.
Can it support several brands or languages?
Yes. Each brand can keep its own queues, tone and help documents, and replies can be drafted in the customer’s language for agent review.
How long does it take?
Discovery and process mapping typically takes 2 to 4 weeks. A focused sprint on one to three processes runs 6 to 12 weeks.
Book a free 30-minute discovery call
Tell us about your support queue
Tell us which process you want to automate. We spend 30 minutes on your priorities and send a scoped proposal within five business days.
- A free 30-minute call with our team
- A scoped proposal within five business days
- No obligation and no mailing list
Prefer email? Write to info@aigentcy.com or call +356 7990 2911.
Process automation at Aigentcy
Read how we map, build and measure process automation for support and other teams.