Customer Support AI Agent. @support-ai-agent

The Customer Support AI Agent puts an AI agent on your support front line — inside your existing support platform, not beside it. It answers from your approved knowledge base with citations, takes real actions through your product's APIs (order status, resets, account changes within limits), and hands off to humans cleanly, with full conversation context, the moment a case crosses its boundaries. The finish state is measured: a defined share of conversations resolved autonomously at an agreed quality bar, with escalation working and customer satisfaction tracked against baseline.

Scrums.com builds custom AI agents for multi-step workflows as a core GenAI capability, with quality treated as a delivery metric rather than a hope. The design principle here is candor: the agent is tuned to resolve what it genuinely can and escalate the rest — an agent that guesses is a liability wearing a headset.

Grounded Knowledge Retrieval

RAG over your help center, macros, and internal support docs — answers grounded and cited, refusals when the knowledge is not there, and re-indexing as content changes.

Tool Actions

Defined actions the agent can execute through your APIs — lookups, resets, status changes, bounded credits — each permission-scoped, confirmed where consequential, and audit-logged.

Escalation & Guardrails

Explicit escalation triggers — sentiment, topic, value at risk, low confidence, customer request — handing the full conversation to a human in your existing queue, plus hard policy guardrails on what the agent may never say or do.

Resolution Tracking & QA

Every conversation tagged and tracked: autonomous resolution rate, handoff rate, reopens, and CSAT, with a QA sampling workflow so quality is inspected, not assumed.

1. Scope — Pick the conversation categories in scope, fix the action set, escalation rules, and the quality bar.
2. Build — Build retrieval, actions, and escalation in your support platform; test against historical conversations before any customer sees it.
3. Handover — Staged rollout by category, live dashboards on resolution and CSAT, and tuning runbooks for your support leads.

The Customer Support AI Agent is a menu item on the Scrums.com delivery catalog, available at every plan tier. Add it to your plan backlog and your delivery team schedules it like any other item — scoped, tracked, and reported through the SEOP. See Delivery Plan Tiers.

What share of tickets will it actually resolve?

That depends on your mix, which is why the sprint measures instead of promising. Historical-conversation testing during the build gives a realistic projection before launch; the rollout then proves it category by category.

What does it need from our systems first?

A support platform with API access, an approved knowledge base, and product APIs for the actions in scope. If agents lack product context today, the Customer Support Platform Integration item is the natural prerequisite.

Will customers know they are talking to an AI?

Yes — disclosure is part of the guardrail set, along with an always-available path to a human. Trust is a feature; the agent is configured to protect it.