Custom AI Agents
Support agents, document processing, lead qualification and multi-step workflows — built on retrieval over your own content, with evaluation and escalation designed in.
Answer the repetitive questions. Escalate the rest cleanly.
Support automation grounded in your own help content, with confidence thresholds, source citations and a handover that arrives with context already attached.
What changes
The problem
A large share of support volume is the same handful of questions, asked in different words. Answering them manually is slow for the customer and demoralising for the team.
But a support bot that guesses is worse than no bot. The design problem is knowing the boundary — and handing over before it is crossed.
Technologies involved
Chosen per engagement. We will explain any choice you want to question.
Our approach
Four principles that shape every engagement of this kind.
We cluster your actual conversation history to find what is genuinely repetitive and what needs a person. That defines the scope.
Retrieval over your help centre, docs and policies, with citations, so answers are checkable and update when content does.
Confidence thresholds, out-of-scope intents and sentiment triggers decide when a human takes over — with transcript and context attached.
Deflection alone can be achieved by frustrating people. We track resolution, escalation and fallback rates side by side.
Delivered by
Most engagements of this type combine two or three of them.
Support agents, document processing, lead qualification and multi-step workflows — built on retrieval over your own content, with evaluation and escalation designed in.
System prompt architecture, structured output contracts and graded evaluation sets — so a prompt change is a measured improvement rather than a hopeful edit.
SEO, web analytics, social media marketing and Meta Ads — run on tracking that is correct before budget moves, and reported in numbers you can verify yourself.
Delivery
Whatever the solution, the engagement runs through the same stages — so you always know what should exist by now.
We learn how the business actually works — the process, the constraints, the systems already in place, and what has been tried before. Mostly listening and asking awkward questions.
Scope, sequence and trade-offs get decided and written down: what is in, what is deliberately out, what it costs and roughly how long it takes.
For interfaces, the layouts and states. For systems, the data model, API contracts and integration points. Either way, the structure is agreed before code gets expensive to change.
Built in vertical slices so each milestone is working software you can use, not a percentage. You see progress in the client portal and in demos, not in status reports.
Automated tests for behaviour, manual passes for the things tests miss, plus accessibility, responsive and performance checks. For AI work, a graded evaluation run.
Deployment, environment configuration, redirects where URLs change, monitoring switched on, and a post-launch verification pass before anyone declares it done.
A handover session with your team, documentation they can act on, and an agreed support arrangement — so the system stays maintainable with or without us.
Questions
Including the ones where the honest answer is “you may not need this”.
It depends almost entirely on how repetitive your volume is and how good your help content is. We estimate it from your own ticket history during scoping rather than quoting an industry figure, and we report the measured rate after launch.
Yes. We treat that as a requirement, not a setting. Escalation is always available on request, and is triggered automatically on low confidence, out-of-scope intents and frustration signals.
Then that is the first piece of work, because retrieval cannot improve on its sources. We identify the gaps from your ticket clusters and tell you what to write — often a short list with disproportionate impact.
Other solutions
The recurring manual steps between your tools — copying records, chasing approvals, rebuilding the same report — rebuilt as reliable automations with error handling and logs.
02Internal tools, dashboards, APIs and platforms for the parts of your business no off-the-shelf product fits — typed, tested and delivered in your own repository.
03Triage, extraction, drafting and research steps handled by grounded AI inside your existing processes — scoped narrowly, evaluated honestly, and escalated to people by design.
04Organic and paid demand built on tracking that reconciles — technical SEO, content, Meta Ads and landing-page work, reported against cost per qualified lead.
Describe the process or the goal. We will come back with what it would take, what it would cost, and what we would do first.