ROLE BRIEF // CUSTOMER SUPPORT
AI customer support automation that resolves, not deflects
TYPICAL COVERAGE — 85% OF TICKET VOLUME
Deflection bots answer "where is my order" with a link to the tracking page. A support fleet looks up the order, sees the carrier exception, initiates the resolution, and closes the ticket — in seconds, at 3 a.m., in the middle of a launch spike. Get Web Space builds multi-agent platforms that take over tier-1 and tier-2 support across email, chat, and voice for US businesses, with your team supervising from a command deck instead of grinding the queue.
What the fleet takes over
- Order status & shipping exceptions — live lookups against your commerce and 3PL APIs, proactive updates when carriers slip
- Returns, refunds, and exchanges — executed within the caps you set, every action logged
- Product questions & troubleshooting — grounded on your catalog and policy corpus, with the source cited on every answer
- Account & billing basics — address changes, subscription pauses, invoice copies
- Knowledge mining — a dedicated agent works the queue's exhaust: missing KB articles drafted, emerging issue clusters flagged to ops
How it's built
Six specialized agents — triage, resolver, order-ops, critic, knowledge, escalation — coordinated by an orchestrator that owns every ticket's lifecycle. Every outbound reply is adversarially reviewed against policy before it ships, and anything irreversible above your caps goes to a human approval queue. We published the complete architecture: read the six-agent support fleet teardown — agent roster, message flow, eval gates, and the shadow-mode rollout, end to end.
Guardrails your CX lead will actually sign off on
Shadow mode first (agents draft, humans grade, nothing sends), a golden-set evaluation gate before cutover, 100% critic review at launch tapering as measured accuracy allows, hard out-of-bounds routing for legal, safety, and VIP tickets, and a kill switch. Data stays in your cloud or a single-tenant environment — full security posture here.
Will AI agents hurt our CSAT scores?
Fleets launch in shadow mode: agents draft answers on live tickets while your team grades them, and nothing ships until measured accuracy clears the bar you set. A critic agent reviews every outbound reply before it sends. In practice the biggest CSAT lever is first-response time collapsing from hours to seconds.
Which channels can be automated?
Email and chat first — they carry most volume and integrate cleanly with helpdesks like Zendesk. Voice follows once text-channel accuracy is proven. Social and marketplace messages route through the same triage.
What happens to tickets the agents can't handle?
An escalation agent packages the full context — history, order state, what was tried, why it escalated — into a one-screen brief so your team starts warm. Legal threats, safety issues, and VIP accounts route to humans unconditionally.
Start with the free automation audit. We map your ticket mix, volumes, and systems, then hand you a scoped blueprint with projected coverage and ROI math — yours to keep either way. Request the audit or try the live agent demo first.
OTHER ROLES: SALES DEVELOPMENT · FINANCE OPS · OPERATIONS · DATA & RESEARCH
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