The Problem
The same 20 questions, every time
Support teams spend 60–70% of their time answering the same 20 questions. Every ticket — trivial or complex — gets the same slow, fully manual process, and there's no tracking of what's been resolved versus what's silently gone stale waiting on a human.
How It Works
An agent grounded in real policy docs
Main workflow — Customer Support Automation
Poll the inbox
A Gmail trigger checks the support inbox every 15 minutes.
Filter out auto-replies
Drops automated bounces and out-of-office replies before they ever reach the AI, based on headers and subject-line patterns.
Classify intent
Sorts each email into support_question or irrelevant (spam, marketing, unrelated). Irrelevant mail dead-ends safely — nothing downstream depends on that branch.
Agent searches the knowledge base
A tools-enabled Claude agent searches the company's own policy docs in Pinecone (a dedicated namespace, so this client's vectors never mix with anyone else's) and either drafts a grounded 3–5 sentence answer or replies [ESCALATE] with a reason if the knowledge base doesn't cover it.
Route on the agent's verdict
Two terminal branches that never reconverge, so a failure on one side can't stall the other: escalate sends full context to the support team and logs the ticket; auto-resolve creates a Gmail draft for a human to review and logs the ticket as resolved.
Companion workflow — SLA Follow-up Checker (hourly)
Find stale tickets
Pulls the full ticket log and keeps only tickets that are escalated, still unresolved, not yet followed up, and older than the 4-hour SLA window.
Nudge and mark
Emails the support team a reminder referencing the original thread, then flips the ticket's followed-up flag so it's never nudged twice.
The result: 60–70% of tickets resolved without human touch, using only the company's own policy documents — no hallucinated answers. Response time drops from hours to seconds for common questions, and every escalated ticket is tracked end-to-end: opened → nudged if stale → resolved, so nothing waits silently forever.
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