Senior-led, every accountReviews published with real names
5.0
from 60 published client reviews
Senior pod, no juniors
on every account
Brands across the industries we serve
What is Customer Support Agents?
Support agents that resolve the repetitive tickets from your own docs and escalate the rest with full context.
Discipline: AI Agents
Typical outcome: Grounded answers from your truth
Engagement: monthly retainer or one-time audit
Seniority: lead strategist on every weekly call
About This Service
How We Deliver Customer Support Agents
Grounded in your help centre and past tickets via retrieval, with citations and a confidence threshold that hands off to a human before it guesses. We instrument deflection rate, CSAT and escalation quality so you can see exactly what it is (and is not) safe to automate.
No retainers without a measurable outcome attached. Every sprint is anchored to a KPI we agreed on in week one — with weekly Loom updates, a shared dashboard, and a senior strategist on every call.
Senior strategist on every account — no juniors learning on your dime
Weekly Loom updates plus a shared Looker dashboard
Your stack, your CMS, your CMS workflow — we adapt to you
Outcome-tied pricing — KPI ranges baked into the contract
Our Process
How we ship Customer Support Agents
A proven 4-step framework that compresses time to results without cutting corners.
01
Ground in knowledge
We ground the agent in your docs, knowledge base and systems via RAG and tool access.
02
Resolve, don't deflect
It gives accurate answers and takes real actions to genuinely resolve issues.
03
Escalate gracefully
Confidence-aware handoff to humans with full context — no dead-end loops.
04
Guardrail & measure
Accuracy guardrails and evals against real tickets before and after deployment.
The reason support bots frustrate people is that they can't actually answer — they're ungrounded and can't act. We build support agents grounded in your knowledge base, docs and systems (via RAG and tool access), so they give accurate answers and genuinely resolve issues (order status, account actions, troubleshooting), not deflect.
An agent that actually resolves is what turns support automation from a customer-frustration into a customer-satisfaction win.
Grounding in knowledge base, docs and systems
RAG and tool access for real resolution
Accurate, on-brand answers
Genuine issue resolution, not deflection
02
Typical shape of an engagement
Months 4–9 is where money keywords move
Graceful handoff
Know when to escalate to a human
A support agent that traps users in a loop with no way to reach a human is worse than no bot at all. We build clean escalation: the agent handles what it can confidently, recognises when it can't, and hands off to a human with full context, so customers are helped, not trapped.
Graceful handoff is what makes support automation improve the experience instead of degrading it.
Confidence-aware escalation to humans
Full-context handoff to agents
No dead-end bot loops
Automation that helps, not traps
03
Content velocity
Briefed, drafted, edited, shipped
Safe & measured
Guardrails and evals for support quality
A support agent giving wrong or unsafe answers is a real liability, so safety and quality have to be engineered and measured. We build guardrails that keep answers accurate and on-policy, and evals that measure resolution quality against real tickets, so you can deploy the agent with confidence and improve it over time.
Measured, guardrailed support agents are what let you automate support without risking the customer relationship.
Accuracy and policy guardrails
Evaluation against real ticket quality
Monitoring of resolution and satisfaction
Confident, improvable deployment
How we work
Customer Support Agents — what you are actually buying
Commitments rather than results: how the engagement is staffed, reported and priced. Every one of them is true on the first day, before anything has been measured.
Named senior specialists on every engagement
Reported via live Looker Studio dashboards
Tied to revenue KPIs, not vanity metrics
Grounded
Answers from your truth
Resolved
Not deflected
Handoff
Graceful escalation
Measured
Evals on real tickets
FAQs
Questions buyers ask before signing
Quick answers to the things buyers always check first.
Won't a support bot just frustrate my customers?
Only if it's a dumb, ungrounded bot that can't answer. We build support agents grounded in your knowledge base and systems that genuinely resolve issues, with graceful escalation to humans when needed — so automation improves satisfaction rather than degrading it.
How do you keep answers accurate?
By grounding the agent in your docs, knowledge base and systems (via RAG and tool access) and adding guardrails, so it answers from your truth and stays on-policy rather than making things up.
What happens when the agent can't help?
It escalates gracefully — recognising when it can't confidently resolve and handing off to a human with full context, so customers are never trapped in a dead-end loop.
How do you ensure the agent is safe to deploy?
With accuracy and policy guardrails and evals that measure resolution quality against real tickets, plus monitoring — so you deploy with confidence and improve it over time, not hope it behaves.
No account-manager buffer and no juniors learning on your budget — you work directly with the people who do the work.
Founder
Rao Usama
Co-Founder & Product Officer, Head of AI / Data
14+ yrs engineering · AI agents, MCP & automation
Co-Founder and Head of AI & Data. 14+ years in software engineering; leads our AI-agent, MCP-integration and workflow-automation work — turning models into systems that actually run in production.
MSc, Data Science
Abdur Rahman Shah
Web & SaaS Engineer · DevOps
WordPress · custom web apps · SaaS · DevOps · technical SEO
Builds and ships the web layer — WordPress, custom web apps and SaaS architecture — with the DevOps to run it and the technical-SEO knowledge to make sure what he builds is fast, crawlable and built to rank.
Describe the queue and we will tell you honestly whether an agent can take it safely, what it would need access to, and where a human still has to sit in the loop.
What clients say about our Customer Support Agents
Reviews from our Upwork, Fiverr and direct client engagements. Each card shows where the review was left.
5 avg. client review · 60+ engagements
Slide 1 of 8
A lot of moving parts, kept organized from start to finish. Clear communication, reliable technical direction, and every deadline met without delays.
Daniel Brooks
SaaS growth lead
Slide 2 of 8
Structured, reliable, and clear. They explained the process, responded quickly to questions, and completed everything according to plan.
Evan Parry
Real-estate marketing lead
Slide 3 of 8
They compressed what we expected to be a nine-month sandbox into a couple of months. The authority plan and outreach stack were exactly what a brand-new site needed.
Filip Gavrilovski
iGaming acquisition lead
Slide 4 of 8
Well-researched, well-structured content that aligned perfectly with our goals. Organized, easy to collaborate with, and consistently on time.
Holly Caunt
Content lead
Slide 5 of 8
Our traffic had been flat for a long time. Their strategy was well thought out and we started seeing real momentum soon after implementation.
Jack Evans
Startup founder
Slide 6 of 8
The technical audit uncovered issues we had no idea about. Clear explanations, practical recommendations, and a report that told us exactly what to fix first.
James Williams
Law-firm marketing lead
Slide 7 of 8
Understood the brief after a single call and executed with confidence. Delivered on schedule with excellent communication the entire way through.
Jenny Abouobaia
Agency owner
Slide 8 of 8
They consistently identify high-quality opportunities, keep communication clear, and deliver exactly what we need. A partnership we plan to keep.
Jessica Levenson
Marketing director
Contact
Ready to talk about AI Agents?
Send the details and a senior specialist replies within one business day — including an honest read on whether starting with AI Agents is right, or whether something else is capping you first.
