Solutions / Customer support
Deflection was never the goal. Resolution is.
Most of your queue is the same questions about orders and invoices — and answering them isn't the work. Agenthub runs agents that carry the job to done — with the refund and the outbound reply held for a human yes.
More tickets end on the first reply.
The agent has already opened the order, read the carrier scan and skimmed the last three tickets from this customer.
Mornings start sorted.
Overnight tickets arrive classified, tagged and routed. Nobody spends the first hour deciding what the first hour is.
Volume drops without CSAT following it.
A ticket counts as resolved when the refund posted — not because the chat window closed.
A Tuesday morning on the board.
This is the queue when agents hold the repeat work and your team keeps the judgment.
What agents take off the queue.
Six jobs that repeat every single day, in the order most support teams hand them over.
Triage, before the shift starts
Every overnight ticket read once: classified, tagged, routed, and merged when four customers report the same outage. Tags stop drifting, because nobody is choosing them at speed at 09:04.
“Where is my order,” answered from the systems that know
The agent opens the order and reads the delivery scan — a parcel held at a depot. When the carrier has a portal and no API, the agent logs in and reads it.
Refunds, credits and returns — everything except the yes
Eligibility checked against your policy and the withdrawal window, the payment record pulled, the exact amount worked out. Then it stops. Money leaves only when a named person taps approve.
Escalations that arrive finished
Tier two and engineering get the transcript, the account, the environment, the steps already tried and the reason tier one couldn't close it — not a link and a shrug.
Billing questions that need a system, not a sentence
A failed payment retried, a proration explained from the actual invoice line — the number and the reason in one reply. Anything that changes what they're charged waits for a human.
The paperwork after the reply
The part nobody puts in the job ad: the wrap-up summary, the tags, the carrier claim. The agent finishes the ticket, not just the conversation.
What matters on a support desk.
Four things a support lead checks before letting anything near a customer.
Agents hand off; they don't hold the door shut. Nothing goes outside the company without the gate you set — a one-tap yes in Slack — and “who did this?” answers for every reply.
An agent following a stale help-centre article carefully still gives the wrong answer. Indexers read your real sources, not a curated FAQ. And when a wrong answer repeats, failure patterns name it.
Sampling a few percent of conversations misses the rare expensive one: the out-of-policy credit. AI supervisors watch every run and stop an agent mid-ticket. Every run is verified and scored.
A ticket is personal data: names, addresses, order history. Agenthub runs in the EU, with open models hosted on our own European cloud. How we handle your data →
“I can see exactly what went wrong. I just can't fix it from this screen.”
First agent in a month.
- Day 1We sit down with you
Half a day with the queue open. We read a month of tickets with your team, then pick the highest-volume, lowest-risk job — usually delivery status.
- Day 7Platform installed
Connected to the helpdesk, the order system and Slack. Where a carrier portal has no API, the agent gets a login instead of a project plan.
- Day 14First agents at work
One agent, one ticket type, drafting only: every reply waits for a person. Your team edits what's wrong, and the edits become part of the agent.
- Day 30Live in production
The ticket types that earned it answer on their own. Refunds and anything leaving the company still stop for a yes — that part never graduates.
Bring a week of your queue. We'll run it.
Thirty minutes, your own tickets on the board — including the ones you would never let an agent send. Those are the interesting ones.