Support Agent · Your CX Agent, set up to deflect and escalate.
Most support volume is the same twenty questions. An agent that has read your site answers them in seconds and hands you the ones that actually need judgement.
A customer can check it, and you can see which page produced a wrong answer instead of guessing.
Cited every answer, to its pageWhen it does not know it says so and hands over with the whole conversation attached. A support agent that invents a refund policy costs more than one that stays quiet.
Refuses anything about one personEvery unresolved question is a gap in your documentation, ranked by how often people ask. That list writes itself.
Ticket opened with the history in itWhat do I need to send in to make a claim?
The claim form, the original receipts, and a copy of the policy holder’s ID. Submitted at any branch or by email, and assessed within 10 working days.
cited the claims page it came fromWhat about my policy specifically, number 4471?
I cannot look up an individual policy. I am putting you through to someone who can, with this conversation attached so you do not repeat it.
refused, then escalated with the threadEvery row is a job somebody does today. The bar is counted from the rows, so it says exactly as much as the table does and no more.
The screenshot is the real widget on a real storefront. You do not have to take our word for any of it: open the same agent and ask it something awkward.
Insurance · Bangladesh
Whose job this wasThe service desk answering the same twenty questions
A large, content-heavy site where the answers genuinely existed and nobody could find them. That combination sends people to the phone, and the calls are almost all questions the website could have answered.
The site was built as a single-page app, so a normal crawl came back with nothing usable. The content was reachable through the JSON API the app itself calls, and that is what was indexed. Worth knowing if your own site is built the same way: it is a solvable problem, and it is the reason a generic crawler finds nothing on sites like this.
Each of these is something your agent can do for a customer today, not a setting you configure. Everything here travels with the agent, on whichever channels you connect it to.
submit_ticket Tool call Called when the agent cannot resolve something. It attaches the transcript and the detail already gathered, so nobody has to ask again. Escalates with the detail already attached, so the first reply is not a request for more information. handoff_human Tool call Called when a person is needed, by rule or by judgement. It passes the whole thread across rather than a notification. Passes the whole thread across, so the customer never has to explain themselves twice. email_transcript Tool call Sends the customer what they were told, in writing, so they do not return to ask the same thing. The customer keeps what they were told in writing, which stops them coming back to ask again. retrieval Built in Every answer is drawn from your own content and carries the page it came from, which is what makes grounding checkable rather than claimed. Every answer names the page behind it, so you can check it and so can your customer. Support Agent is not a separate product or a separate bill. It is OU Chat set up for this job. Seven days without a card. $29/mo after that, refunded in full if it is not right.
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