agent swarm for customer support
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A privately held mid‑market firm, operating under the radar while while they continue strategic rollouts found its inbound support traffic outpacing an already lean team. The leadership feared that slow response times could erode hard‑won multi-decade credibility with long time customers and their newly growing base. They asked us for a way to deliver premium, always‑on service without broadcasting how they do it.
We deployed an agentic support swarm—a constellation of narrowly focused AI agents orchestrated by a lightweight conductor. Each agent owns a single stage of the help‑desk journey (triage, policy validation, knowledge retrieval, sentiment management, escalation). A gated policy sentinel mediates every write action, while human specialists sit inside the same messaging bus for seamless hand‑offs. All processing runs inside the client’s private cloud, revealing zero details about algorithms, infrastructure, or proprietary datasets to the outside world.
With a majority percentage of tickets now closing autonomously, the client is extending the swarm into proactive outreach, detecting usage patterns that signal churn risk and nudging customers with personalized tips. Because the architecture is modular and stack‑agnostic, future expansions demand configuration, not re‑engineering—keeping the firm’s deeper differentiators safely under wraps.
“Our users now get lightning‑fast answers that feel bespoke and we never had to reveal the machinery behind the curtain.” — Director of Operations