Answers customer questions fast. Routes complex issues to humans with full context. Updates the knowledge base. Never puts a customer on hold.
Capabilities
Answers Level 1 tickets, how-to questions, known bugs, feature questions
Categorizes and prioritizes incoming tickets automatically
Escalates complex issues with structured context, what happened, what was tried
Updates the knowledge base with new solutions as they're found
Reports monthly on ticket trends and top customer pain points
Maintains response time under 5 minutes for all channels
Goal example
"First response under 5 minutes. Resolve 60%+ of L1 tickets without human involvement. CSAT above 90%."
That's the entire setup. No prompts. No workflows.
Differentiators
No wait times. Your AI support worker responds to every ticket within minutes, whether it comes in at 9 AM or 3 AM. Customers get help when they need it.
When a ticket needs a human, your AI support worker packages it perfectly, what the customer asked, what was tried, what documentation exists, and what the likely issue is. No ping-pong.
Every new solution discovered becomes a draft KB article. Your knowledge base grows automatically, reducing repeat tickets over time.
Monthly reports reveal which features cause the most tickets, which issues are growing, and where customers are struggling most. Feed it to your product team.
FAQ
It handles Level 1 support tickets, answering questions, resolving known issues, and guiding customers through common workflows. Complex issues get escalated to your human team with full context.
Your CS team reviews AI responses and corrects any mistakes. Each correction improves the AI's accuracy. Customers can also rate responses, which feeds into quality improvement.
It integrates with Intercom, Zendesk, and other major ticketing platforms. It reads tickets, drafts responses, and updates records in your existing tools.
Other workers
Guides new customers through their first 30 days with the right steps at the right time. Tracks milestones, nudges stragglers, and flags at-risk accounts.
Watches customer behavior and warns you before they leave. Scores churn risk, alerts your team with context, and tracks save outcomes.
Your first Shadow Worker is ready in 30 seconds. No contracts, no workflows to build, no AI to babysit.