Engineering write-ups, product thinking and support-ops playbooks — how we build an agent that investigates tickets against your own knowledge, on your own hardware.
63% of consumers will switch after one bad experience — and most leave without complaining. The team that handles the moments things go wrong decides whether a product's promise holds.
A 401 that fails a third of the time, three worker nodes and a clock three minutes in the future. The loop nobody talks about — and where the hours actually go.
The ordered record of everything the agent did on one ticket — intake, redaction, retrieval, reproduction, root cause — and the three gates where a human decides.
Scattered knowledge, endless context switching, and the escalate-or-not guess — and what collapsing every source into one tool layer changes.
Drafts on the desk right now.
What we learned benchmarking Qwen and Gemma models for reasoning and resolution on support tickets — where small models hold up, and where they don't.
We're onboarding a small group of support organisations before launch.
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