Tickets are classified, matched against your knowledge base, and resolved automatically when confidence is high. Low-confidence cases route to the right specialist with a draft response ready — not a blank reply box.
Available as SaaS or on-premise. Your KB stays where it is.
Ticket cycle
Email, chat, call, web form
Intent · sentiment · urgency
KB match + confidence score
Auto-reply or route + draft
CSAT · FCR · accuracy audit
Not “tickets touched”
“52% deflected, AHT 4m 12s, CSAT 4.6”
Volume goes up, headcount can’t. Tier-1 burns out repeating itself.
of tickets are repeat questions already answered in the knowledge base.
tools an agent toggles per ticket: helpdesk, KB, CRM, billing, internal wiki.
first-contact resolution at most teams. The rest bounce between queues.
closed-loop visibility into which KB articles actually deflect tickets.
Five phases. Every ticket goes through the same closed loop.
Tickets land from anywhere. The pipeline normalizes them into a single queue with full conversation history attached.
Web chat
Voice
Helpdesk
API
All channels → Unified ticket queue
Each ticket is parsed and stamped with structured attributes. Customer history, product context, and prior tickets are pulled in automatically.
Ticket #38291
Intent
Refund · double charge
Sentiment
Frustrated
Urgency
High
Customer tier
Pro · 18 mo
Retrieval over your KB, prior resolved tickets, runbooks, and product docs. Every candidate answer comes with citations and a confidence score.
Top KB matches
Refund · duplicate charge
96%KB-882 · last edited 2 weeks ago
Billing · failed retry
63%KB-401
Plan change · proration
34%KB-220
Above the confidence threshold, AI replies, executes the resolution (refund, plan change, password reset), and closes the ticket. Below it, the right specialist gets the case with a drafted answer they can edit and send.
Confidence ≥ 90%
Auto-resolve
Refund issued, customer notified, ticket closed.
Below threshold
Route + draft
Specialist opens the ticket with a draft + cited KB.
You set the threshold per category
Every resolution is checked. CSAT surveys, follow-up reopen rate, and audit sampling feed back into thresholds and the KB itself — gaps surface as suggested articles.
This week
In one platform. No bot, no plug-in glue.
RAG over your existing KB, runbooks, and prior tickets. Citations on every reply.
You set the threshold. Below it, a human takes over — with a draft.
Refund, reset, swap, ship — AI executes via your APIs, not just answers.
Detect, translate, respond natively in 50+ languages.
Right team, right specialist, right shift — based on category, language, account value.
Same intent model on transcripts, web chat, email, and messengers.
Sensitive fields scrubbed before any external LLM call. Policy-as-code.
Missed cases become drafted articles for your KB owners to publish.
Bidirectional sync with Zendesk, Freshdesk, Intercom, Salesforce SC, ServiceNow, Jira SM.
Customer Support Resolution runs wherever your data lives.
Hosted by us. Up in days. Enterprise isolation, SOC 2 infrastructure.
Your data center or private cloud. KB, transcripts, and PII never leave the perimeter. Air-gap compatible.
Sensitive context on-prem, frontier models in cloud. Policy-as-code routes data per step.
Any team where ticket volume outruns headcount.
Tier-1 deflection on billing, plan changes, integrations. Engineers get the rest with full context.
Order status, returns, refunds resolved end-to-end via your OMS APIs.
High-volume billing and outage queries. On-prem deployment for regulated data.
Card disputes, statement questions, KYC follow-ups. Air-gap deployment, full audit trail.
Booking changes, cancellation policies, loyalty queries — multi-language, 24/7.
Appointment, prescription refill, and benefits questions. HIPAA-ready on-prem.
Tell us about your ticket volume and stack — we’ll show you the deflection ceiling.
Or reach us at info@aglium.com • Telegram
