The support inbox, triaged before you open it
Support volume does not wait for office hours, and the first job of every morning is deciding which of it matters. Dutta does the deciding as tickets arrive, so the queue you open is already sorted and the ticket that should worry you is at the top.
The work today
The queue fills when nobody is watching. Tickets arrive overnight and at the weekend. The backlog you meet on Monday is not a support problem; it is a scheduling one.
Triage costs a person their morning. Somebody has to read everything before anybody can answer anything, and reading everything is most of a shift for one of your most experienced people.
The urgent ticket is buried. A customer threatening to leave sits in the same undifferentiated list as a password reset, and is found by whoever happens to scroll far enough.
The same twenty questions, rewritten. Most volume is a small number of known issues wearing different clothes, answered again by hand each time because answering is faster than fixing the process.
What Dutta does, in order
What it reads and writes
An AI employee holds scoped credentials — read, write or send, per system — and nothing beyond its mandate. Permission is granted per system, and revoking it takes effect immediately. For this job that normally means:
- Helpdesk — read, to triage the queue
- Helpdesk — write, to draft replies
- Documentation — read, so every answer cites a source
Where a person stays in the loop
Dutta prepares, drafts and flags; a person approves anything with a consequence. You name the checkpoints, and for this job they usually are:
- Refunds, credits and goodwill gestures
- Anything touching a cancellation
- The first send of any new reply template
Questions
Does it reply to customers on its own?
Only where you have decided it should. It can run in draft-only mode, so a person approves every outgoing reply, and you widen that as trust is built.How does it avoid inventing an answer?
Answers are drawn from your documentation with the source attached. If there is no source, it does not answer — it escalates.What does it do with an angry customer?
Nothing, deliberately. Anger, cancellation and legal exposure go to a person unanswered, flagged with the whole thread, so the first reply that customer reads is written by a human.The role behind this job
This work is what the Support employee does on shift. Everything else it handles, and the whole shift it works, is on the role page: an AI employee for customer support.
Put it on shift
Pricing is per AI employee on shift; humans are unlimited on every plan. See pricing or tell us the process that eats your team’s week.
Other jobs Dutta takes
Invoice reconciliation · Month-end close · Candidate screening · Weekly reporting · Overnight monitoring