Use case · Customer support
A Support Triage Relay sorts new tickets, drafts sourced replies from the knowledge base, and waits for approval before sending.
An illustrative customer support use case for Agent Serve, the AI workspace where teams build, deploy, and manage AI agents: a Support Triage Relay, knowledge bases, Chat, a reply workflow with approval and a service dashboard.
At a glance
The problem it removes
New tickets sit in one queue until someone sorts them. Agents search help articles, policies and old tickets in separate tabs, then type replies that drift from the current wording.
Step by step
The Support Triage Relay tags product, urgency and tier the moment a ticket arrives.
It finds the policy passage that answers the question and cites it.
The drafted reply waits for an agent to approve before it is sent.
How it fits together
The Support Triage Relay tags each new ticket by product, urgency and customer tier.
It searches the help center and policies for the passage that answers it.
A reply workflow drafts the response and waits for a support agent to approve.
Agents ask Chat about account history before replying to the hard ones.
The service dashboard tracks first response time and CSAT by queue.
How it runs
Agent Serve handles the sorting and the first draft, and a support agent still decides what the customer receives.
The Relay watches the support inbox or a ticket table and starts a task for each new message.
The Relay tags product, urgency and customer tier on the ticket record, so urgent cases stand out in the queue.
A knowledge base search returns the policy passage, and the reply workflow’s Hallucination Check tests the draft against it.
The reply waits as an approval showing the exact message, then sends from the team’s mailbox.
What to measure
Example figures for a support team handling a few thousand tickets a month.
−60%
First response time
Drafts are ready when an agent opens the ticket.
70%
Tickets triaged on arrival
Tagged and routed without a person.
+6 pts
CSAT
Answers cite the policy they rely on.
100%
Replies reviewed
Every outgoing message is approved.
Illustrative example. Figures show how the workflow is measured; they are not customer results.
In depth
Agent Serve gives support leads the Relay, its permissions, the call quality view and Chat in one workspace.
Start an Agent Serve Relay from the Support Triage specialization, give it the knowledge bases it may use and the inbox it watches.
An Agent Serve Relay can never send email on its own. Under Assist and Operate it needs approval of the exact message.
The Agent Serve Call Compliance dashboard template scores uploaded call transcripts against your checks, with a pass or fail per call.
Support agents ask Agent Serve Chat about an account, attach the knowledge base with @, and get an answer with its sources.
Examples
Three support queues teams run on Agent Serve, at an ecommerce brand, a SaaS company and an insurer, each with a person approving every reply.
An Agent Serve Relay triages order, delivery and return queries by urgency, and drafts replies from the returns policy with the clause cited.
An Agent Serve workflow answers product questions from the help center and docs, and links the article each answer relies on.
An Agent Serve workflow reads each request, checks the policy wording in the knowledge base, and prepares the reply for a handler.
Examples show what teams can build in Agent Serve. They describe patterns, not named customer deployments.
Before and after
| Work | Before | With Agent Serve |
|---|---|---|
| Triage | BeforeA team lead sorts the queue by hand each morning. | With Agent ServeA Relay tags and routes each ticket as it arrives. |
| Finding the answer | BeforeAgents search the help center and old tickets in separate tabs. | With Agent ServeA knowledge base search returns the passage, with its source. |
| Writing the reply | BeforeTyped from scratch, or pasted from a template that drifts. | With Agent ServeDrafted from the current policy and approved before sending. |
| Keeping sources current | BeforeHelp articles copied into a tool and forgotten. | With Agent ServeConnectors resync the help center on a schedule. |
Governance
Agent Serve keeps a person on every outgoing message and keeps personal data out of places it does not belong.
Security and governanceThe Agent Serve Hallucination Check guardrail tests a drafted answer against the knowledge base before it moves on.
An Agent Serve Relay can be limited to internal recipients, an allowlist or anyone.
Relays never send email or book meetings without an approval, under any autonomy setting. An approval covers the exact payload the reviewer saw and expires if nobody decides.
A Guardrails block detects personal data and blocks or masks it before text reaches the next step.
Proposals, approvals, declines and executed actions are written to the workspace audit log, which admins can export.
Every workflow run records each block’s inputs, outputs and errors, so a reviewer can trace how a result was reached.
Admin, write and read roles per workspace, plus permission groups that limit which models, blocks and integrations a team can use.
Further reading
Disputes that fail reconciliation tend to sit in a side queue until the chargeback window has closed. Here is an end-to-end setup that finds them early, ranks them by deadline and drafts the pack, with an analyst signing every filing.
Cards and payments operations · 12 min readPeriodic reviews pile up because every file starts from scratch, even when nothing has changed. Here is a setup that refreshes the data, drafts the file and routes it by risk, so analysts spend their time on the reviews that need judgement.
Retail and business banking · 12 min readSampled call reviews find a missing risk warning weeks after the client acted on the advice. Here is a setup that checks every recorded advice call within a day and puts the quote in front of a compliance reviewer.
Wealth and advice · 12 min readQuestions
An Agent Serve Relay can watch a Gmail or Outlook inbox or a workspace table. A workflow can also take tickets from a webhook or from one of the integration triggers.
No. An Agent Serve Relay never sends email without a person approving the exact message, under every autonomy setting.
Agent Serve knowledge bases sync from sources such as Zendesk, Confluence, SharePoint or Google Drive, hourly, every 6 hours, daily, weekly or on demand.
No. The figures are illustrative examples of what a support team might measure with Agent Serve, not customer results.
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