Content par jayen

Customer support

Reference build

First response in under a minute, without a confidently wrong answer

A support agent that resolves routine tickets end to end through narrowly scoped tools, states its confidence before acting, and escalates rather than guessing.

<60sfirst-response time

Aik nazar mein

Muddat
17 hafte
Team ka hajm
1 fard
Muahide ki naueeyat
Nayi tameer
Project ki qism
AI aur automation
Shoba
B2B SaaS

Soorat-e-haal

Challenge kya tha

Routine tickets — order status, refunds, password resets — consume the same triage attention as complex ones. But an agent that is occasionally confidently wrong damages customer trust more than a slow human queue does, so autonomy had to be earned rather than assumed.

Hum ne kya kiya

Narrow the tools, enforce the limits in code, and make escalation the default whenever confidence is low.

Wo faisle jo aham the

  • Tool-scoped access, not system access

    Order lookup, account lookup, refund issuance with a hard cap, ticket updates, escalation — each validated in code independent of the model's reasoning. The limits are not instructions the model can talk itself out of.

  • Confidence stated before consequences

    The agent declares confidence before any consequential action, and anything below a calibrated threshold escalates automatically instead of proceeding.

Kya badla

of tickets auto-resolved
68%of tickets auto-resolved
first-response time
<60sfirst-response time
escalation accuracy
96%escalation accuracy
customer satisfaction
+22%customer satisfaction
  • 68% — no human involvement
  • <60s — down from over four hours
  • +22% — post-rollout

68% of tickets resolved without a human, first response under a minute instead of four hours, 96% escalation accuracy and a 22-point satisfaction improvement.

Istemal shuda khidmaat

  • Tool-scoped support agent with code-enforced limits
  • Confidence-based escalation and human handoff
  • Full reasoning and tool-call audit trail

Hum kya mukhtalif karte

Har mansoobe mein aisi aik baat hoti hai. Ise shaya karna hi asal nukta hai — jis case study mein koi pachhtawa na ho wo saboot nahi, tashheer hai.

The valuable engineering was not the reasoning quality, it was the tool design and the hard limits enforced outside the model. Starting with conservative thresholds and relaxing them against real evaluation data is what made it deployable.

Istemal shuda khidmaat

Mazeed kaam

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