A support agent that answers the first reply in seconds, not hours.
Brightlane’s support team was growing slower as the product grew faster. We built an AI agent that handles the first reply on every ticket and hands the hard ones to people with context attached.
Brightlane
CLIENT
Consumer software
INDUSTRY
6 weeks
TIMELINE
AI Agents, Knowledge Search
SERVICES
The challenge
Ticket volume had doubled in a year, but the support team had not. Customers waited most of a working day for a first reply, and half of those replies were links to help articles that already existed.
Senior agents spent their time triaging instead of solving, and every new hire took weeks to learn where answers lived across the help centre, old tickets and internal docs.
The approach
We built a support agent that reads each new ticket, searches Brightlane’s help centre and solved tickets, and drafts a reply with sources. Simple questions are answered straight away; anything sensitive or uncertain is routed to the right person with a summary.
— Grounded only in Brightlane’s own help content and past resolutions
— Clear hand-off rules for billing, refunds and account access
— Every answer logged with its sources for weekly review
Results from this exact service
01
Read
Each new ticket is classified by topic, urgency and customer tier within seconds.
02
Answer
The agent drafts a sourced reply, and sends it directly when confidence is high.
03
Hand off
Complex tickets go to the right specialist with a summary and suggested next step.
speed
38s
Median first response
Down from almost seven hours before the agent went live.
deflection
46%
Tickets resolved by the agent
Customers get a complete answer without waiting for a person.
Have a workflow like this one?
Tell us where your team loses the most hours. We will map the workflow, estimate the payback and show you a working prototype in weeks, not quarters.
