Our support inbox is overloaded.
A support agent resolves routine questions straight away, takes simple actions in your systems, and passes everything else to your team with the full story.
What's happening now
The same questions arrive all day: where's my order, how do I return this, can I change my booking. Your team spends its time copying tracking numbers instead of helping the customers who really need a person.
14%
An NBER study of 5,179 support agents found an AI assistant raised issues resolved per hour by 14% on average, and by 34% for newer agents (Brynjolfsson et al., 2023).
The agent we'd build
This is the one-page blueprint you'd approve in the audit.
Support agent
Answers and acts, for an overloaded inbox
- Goal
- Resolve routine questions straight away, take simple actions in your systems, and pass everything else to your team with the full story.
- Knows
- Your help centre, returns and refund policies, product details and order or booking records.
- Can do
- Look up orders and tickets, share tracking, create return labels, update tickets, draft replies for your team.
- Hands over when
- The customer is upset, the answer isn't in the approved content, or the request needs approval, such as a refund outside policy.
- Measured by
- Resolution time, issues handled per hour, handover rate.
How a conversation goes
- Customer
I ordered the wrong size. Can I swap it?
- AI
Yes. Exchanges are free within 14 days of delivery. Which size would you like instead?
- Customer
Medium, please.
- AI
Done. A medium is reserved for you, and I've emailed a prepaid return label for the large.
- Customer
It came late too. Can you waive the delivery charge?
- AI
That needs a teammate's approval, so I've passed it to our support team with your order details. You'll hear back today.
Handed to the support team
Illustrative example, not a client case.
What we'd measure in the pilot
Agreed with you before the pilot starts, and reported back at the end.
Resolution time
How long a routine question takes from first message to solved.
Issues handled per hour
How many questions are resolved per hour, by the agent and by your team.
Handover rate
Share of conversations passed to a person, and the reasons why.
How to start
Audit
- Price
- from $750
We map the job, check your tools and data, and write the one-page agent blueprint you approve.
Chat agent pilot
- Price
- from $3,000
We launch the support agent on one channel, with handover to your team tested on real cases.
Other bottlenecks
- Chat and voice qualification agent
New enquiries wait too long for a reply
Reply to every new enquiry straight away and book the right ones into your calendar.
See this use case - Knowledge agent
Staff keep hunting for answers
Quick answers from your own documents, with the source shown.
See this use case - Workflow agent
We retype documents and data by hand
Read, check and enter documents, with a person reviewing anything unusual.
See this use case
Tell us what's piling up
Tell us which job you'd like an agent to take off your team's plate. We'll reply by email to set up a 20-minute call.
Email hello@drayaailab.com with a line about the work you'd like to hand over, and we'll reply to set up a call.