Reference workflow — a design pattern we engineer from, not a description of a past client deployment.
Customer Support Resolution
The challenge
Support staff search the knowledge base, order system, and policy for every enquiry. Answers are slow, and they change with the person who picks up the ticket.
The agent’s job
The agent classifies the enquiry, retrieves authorized context, and drafts an answer. It may resolve a low-risk request inside agreed rules. Sensitive or uncertain cases go to a person.
When this isn’t the right fit
Not the right fit without a maintained knowledge base, or with only a thin stream of enquiries. A few hundred a month is the floor we would want before automating anything customer-facing.
Who would lead this
Sadaan Shahid
Workflow and requirements. Agent design sits with Muhammad Shayan Shamsi.
Architecture
Your systems
- Helpdesk
- Knowledge base
- Orders
- CRM
Permission boundary
Agent
Reads the allow-list. Proposes. Does not approve itself.
Human approval
A person approves refunds, account changes, and low-confidence replies
Logged
The read, the recommendation, the approval or refusal, and the action.
Reference workflow
1
Trigger
An enquiry arrives.
2
Gather context
Intent is classified.
3
Gather context
Product, policy, and — where authorized — the customer record are retrieved.
4
Reason and recommend
Resolution paths are identified from approved sources.
5
Reason and recommend
A response is drafted with those sources attached.
6
Human approves
Low-risk cases that match a rule can resolve. Refunds, account changes, and low confidence escalate.
7
Act and record
The interaction is logged with the sources used.
8
Act and record
Follow-up is scheduled when the case needs it.
Integrations
- The helpdesk
- CRM, where the enquiry is allowed to see the customer
- The maintained knowledge base
- Order status
- The chat or email channel the team already uses
Controls
- Approved knowledge sources only
- Customer data only when that enquiry is authorized to see it
- Escalation when confidence is low
- Refunds and account changes need a person
Metrics we’d baseline
These are measures for a pilot. We do not quote improvements we have not measured with you.
- First response time
- Handling time
- Escalation rate
- Answer accuracy on a reviewed sample, not a model score alone
What a pilot looks like
Four weeks in assist mode: drafts for human agents. Nothing customer-facing until that sample is reviewed.