Wiring Claude into a support stack — with guardrails, clean hand-offs and a measurable CSAT lift — so the human team could focus on the hard 29%.
Support volume was outgrowing the team. Off-the-shelf “AI” bots gave wrong answers with total confidence, so the company had switched theirs off. They needed AI they could actually trust in front of customers.
Four moves, senior-only, weeks not quarters.
We mapped which ticket types were safe to automate and which must stay human — and drew a hard line.
Retrieval on their real docs, structured outputs, and confidence routing so the agent only answers when it should.
Low-confidence or sensitive tickets escalate to a human with full context — no dead ends, no loops.
An eval suite runs in CI; quality regressions block deploys. CSAT is tracked against the human baseline.
It handles the volume, hands off cleanly, and our CSAT went up — not down.
— Client, AI Integration engagement
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