Answer routine support tickets with a draft already checked against your rules
A customer asks why a withdrawal is pending. The reply is drafted from their account history and your own policy, and anything sensitive goes to a named person first.
Support teams in gaming and payments answer the same questions all day: a pending withdrawal, a rejected document, a bonus that did not apply. Each answer means opening the account, checking the history, finding the rule that applies and writing it so it will not turn into a complaint. Volumes spike at night and at weekends, and the answer still has to be right every time.
Plugs into
These are examples. Every use case is built around the tools you already run, whatever they are, and you keep using them exactly as before.
Then it runs on its own
- 1
Reads the ticket and finds the account and its recent history
- 2
Works out what kind of question it is and pulls the rule that applies
- 3
Checks the account for anything that means a person must handle it: verification, limits, complaints
- 4
Drafts the reply in your tone and the customer's language, or routes it to a named person
Delivered where you already work
Every time a ticket comes in, in whichever channel your team already uses. We set the timing around how you work, not the other way round.
What you get back
- A reply ready for the agent, with the policy and the account facts it is based on
- Tickets that must go to a person routed there, with the reason
- A weekly count of what customers ask most
What it actually looks like
An example of the output, using sample data.
Ticket 48213 · Withdrawal pending
- Withdrawal of €350 requested Saturday 22:15 by bank transfer.
- Identity verified in May. Nothing outstanding.
- First withdrawal on this account.
- Withdrawal policy, section 2: bank transfers are processed within one working day of the request.
- Hi Petros, your withdrawal of €350 came in on Saturday evening and will be processed on Monday, the next working day. You will get an email when it leaves us. Nothing else is needed from you.
- Ticket 48214 is a complaint about a closed account. Routed to the compliance team with the account history attached.
Agents read, adjust and send
We build it with your team
Every workshop is built around the use cases you pick. This one is usually covered in the Accelerator, on your own tools and your own data.
- We use a week of real tickets, with personal data removed
- Your compliance lead decides which topics never get a draft
- Nothing reaches a customer without an agent pressing send
Want it extended, maintained and connected to more of your systems afterwards? Let's discuss →
Want this running in your team?
30 minutes. Tell us what your team spends its week on and we'll tell you which of these would save the most time.