Customer support
Support Triage Assistant
Sorts incoming support cases by urgency, removes duplicates and prepares the next action for the right teammate.
CrewSource
Use cases · Customer support
First reply in minutes, not hours. Sensitive cases still come to you.
Most support questions have an answer in your docs or the order history. AgentWorks agents answer those quickly in your voice, and route refunds, complaints and anything unusual to you with the context already gathered.
How this team runs on agents
A goal on top. Agents doing the work. People approving what matters.
Goal Illustrative
“Answer customers within 15 minutes”
Median first reply11 min
Agents own the target end to end. Every day the number is checked and what is not working gets changed.
Flow
New ticket → first reply
Read the ticket and the order, answer from your docs, tag and route the rest.
Crew
Support expert
Answers the team: "what do we tell a customer about late delivery?" from your approved answers.
People
Approve the exceptions
Refunds, complaints and sensitive cases go to a person with the context already gathered.
Everyone’s personal AI connects in, through AgentBridge
Claude CoworkChatGPTThe support lead asks Cowork "what are customers upset about this week?"
Claude CodeCodexCursorAn engineer’s coding agent asks the Support expert which bug customers report most.
SlackWhatsAppEveryone else asks and approves where they already talk.
- 01Customers wait too longA slow first reply turns a simple question into an angry follow-up.
- 02The same answers, againYour team rewrites the same explanation fifty times a week.
- 03Hand-offs lose contextWhen a case needs a human, they start from scratch.
Example goal
Answer customers faster
Primary metricMedian first response
11 min
target 15 min. Illustrative numbers.
Premade agents
Start from agents that already know the job.
Each one comes with its goal, its tools and its guardrails. We set up the first one with you.
Customer support
Support Reply Drafter
Drafts a customer reply from your approved help content and case details, flagging questions that still need an answer.
CrewSource
Customer support
Escalation Coordinator
Keeps a difficult customer case moving between teams, with a clear owner, current evidence and the decisions still needed.
CrewSource
Customer support
Feedback & Review Analyst
Groups customer feedback into recurring themes so your team can decide what to fix and review proposed replies.
CrewSource
Customer support
Support Case to Reviewed Resolution
Checks a customer case, prepares a reply or handoff for review and follows up on the recorded outcome.
GoalSource
Works with Gmail, WhatsApp and Slack, your help docs, and your order or billing system through MCP. See connectors →
How it works
You set the target. The agents keep working until it's hit.
Set the goal
Pick a premade agent or describe the outcome, then agree the metric and target with us.
Run
Agents work through your tools on a schedule. You choose which actions run on their own and which wait for a person; we agree those rules during setup.
Measure
Every run records what it did and what it moved, so you see progress, not activity.
Review each run, improve the next
What broke gets fixed, what didn't work gets dropped, and the next idea gets tried.
FAQ
Questions, answered.
Will customers know it's an agent?
That's your call. Replies use your tone and signature, and you decide what it may send without review.
What does it hand off?
Anything over your limits: refunds, legal or angry messages, and topics you mark as sensitive. See "Approvals and autonomy" in Docs for how limits work.
Does it learn our answers?
Yes. Approved answers become part of its knowledge base, so the next reply is better.
More use cases
Other goals agents can own.
GTM OpsAgents run outbound and follow-ups. Reps take the calls.Shopify OpsOrders, returns, stock and support, run by agents.Growth & Customer AnalyticsAsk why a number moved. Get the evidence.Engineering OpsRelease checks, incidents, security and cloud cost.Finance & billingChase invoices, recover payments, weekly numbers.Marketing & growthSEO, AI search visibility and conversion.
Start with one goal. We'll set it up with you.
Book a short call. We connect your tools, pick the agent and agree the metric together.