Service 02 · Customer support automation
The only AI use case with a peer-reviewed causal result: +14% productivity across 5,179 support agents, +34% for the newest hires. We build it inside your existing helpdesk, against your knowledge base and your systems, and we measure resolution, not deflection.
The one use case with causal evidence
Resolve more tickets with the team you have
Bring your ticket volume and handle time.
- Triage & routing
- Drafting & summarisation
- Knowledge retrieval
- Backend actions: refunds, lookups, updates
- Escalation with context
Why this, why now
+14%
productivity across 5,179 support agents in a staged rollout, with better customer sentiment and retention
Brynjolfsson, Li & Raymond, QJE 2025
+34%
for the newest agents, the ones middle-market support teams hire and lose fastest
Same study
32 → 77%
resolution rate for one support team after adding 25 backend integrations
Lorikeet resolution benchmarks, 2026
$1.84
per self-service contact against $13.50 with a person
Lorikeet, 2026
The arithmetic fits on one line.
Ticket volume, times handle time, times loaded cost. That is the case, and anyone can follow it in one meeting. What decides whether the number moves is not the model; it is how many of your backend systems the assistant can actually act on. Teams that skip the knowledge-base and integration work stall at 30 to 45% resolution. We do that work.
What we build
Built against your systems. Tested on your cases. Run for you.
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01
Triage & routing
Every inbound message classified, prioritised and routed in seconds, inside your helpdesk, with the reason attached.
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02
Drafting in your voice
Replies drafted from your knowledge base and the customer's history, for agents to send or the system to send, tier by tier.
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03
A knowledge base that works
We rebuild the articles the system needs from your real tickets, then keep them current. This is where most deployments die; it is where we start.
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04
Backend actions
Order lookups, refunds, address changes, appointment moves: the integrations that turn an answer into a resolution.
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05
Escalation with context
When a case goes to a person it arrives summarised, with what was tried and why it stopped.
How it runs
Scoped to one outcome, with a finish line you can check.
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Wk 1
Scope
Pick the ticket types, agree the resolution target, connect the helpdesk.
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Wk 2–3
Build
Knowledge base, drafting, and the first two backend actions, against real tickets every week.
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Wk 4
Test & go live
An acceptance set of 200 real tickets against the agreed pass mark. Agent-assist first, autonomous tiers as the evidence comes in.
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After
Run
A monthly resolution report, autonomy widened as it earns it, and a person who answers.
Verified-outcome terms are available here: pay per resolved case, no charge when a case escalates to a person.
Who this is for
You will recognise yourself if…
- 01 A chatbot deflects but does not resolve.
- 02 New agents take months to ramp and leave before they do.
- 03 The knowledge base is out of date and everyone knows it.
- 04 Handle time is rising with volume.
None of this means your team lacks the skills. It means the work is finite, technical and finishable, and you would rather have it done than staffed.
Pricing
Packages from $999 a month. Larger scopes quoted to fit.
Starter
From $999 / month
One workflow, automated properly. Built against your systems, tested on your real cases, then operated and improved for you every month with a monthly report. For businesses that want one thing done well.
Scale
Custom build fee + monthly run
Several workflows or agents across teams, deeper integration work, tiered autonomy and a monthly governance report. A fixed build fee agreed up front, plus a run retainer sized to the estate.
Enterprise
Custom quoted per engagement
A governed pilot in your environment, statistical acceptance testing, outcome SLAs and a governance retainer for your risk function. Verified-outcome terms where they fit.
No seats and no surprise line items. Every package is written down, with what it covers and what it costs, before work starts.
Talk to us
Tell us your ticket volume.
In 30 minutes we will estimate the resolution rate we would sign up to, which integrations get you there, and what it costs.