The problem
Support teams answer the same questions with slower hands than their knowledge deserves. Full auto-reply bots damage trust the first time they’re wrong; doing nothing wastes hours daily.
The system
A copilot embedded in the helpdesk: retrieves relevant docs and similar resolved tickets, drafts a reply in your tone, attaches its sources, and waits. Agents stay in control; the system learns which drafts survive editing. Escalation-worthy tickets are flagged, not answered.
How it's built
- Helpdesk-native integration (no new tab, no copy-paste)
- Retrieval over docs + resolved tickets; tone and policy constraints in generation
- Draft-acceptance analytics: measure usefulness, not vibes
- Guardrails: refunds, legal, and anger route to humans immediately
Delivery
Sprint measures draft-acceptance on historical tickets; Build ships the live integration to one queue, then expands.
What to expect
- Handle-time reduction on covered intents, measured against baseline
- Consistent answers across agents and shifts
- Zero customer-facing autonomy until you choose to grant it
Documented results in the wild
Independent, published deployments of this class of system — cited as market evidence that it works at scale. These are not our clients.
- Verizon Gemini-based assistant for 28,000 service reps, fed ~15,000 internal documents — sales through the service team up nearly 40% since deployment. Reuters, 2025 ↗
- Octopus Energy AI email assistant answered ~8,000 customer emails a week in trial, scoring 76% customer satisfaction vs 72% for human-written replies. Octopus Energy, 2026 ↗