Manual triage that doesn't scale
Tickets coming in from email, chat, social, forms. Someone has to classify priority, assign to the right team, gauge urgency. At high volume, triage becomes the real bottleneck.
Customer Support · AI Agents
Instant triage.
On-brand replies.
AI agents that classify, draft, route, and escalate. -70% operational time on triage, full-context escalation, real-time sentiment monitoring. Live in 4 weeks.
If it doesn't work, you don't pay. Guarantee included.
-70% triage operational time
Multi-channel native
GDPR + audit log included
Soraia · agent activity ·
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Already chosen by consumer mobile and B2B SaaS
Navily · Europe's leading app for tourist marinas · active client with continuous scaling
The problem
Triage costs more than the solution.
Anyone managing serious ticket volumes knows the real cost isn't resolving issues — it's classifying, prioritising, routing them, and keeping the brand voice consistent. Hours of skilled human work burned on repetitive tasks.
Inconsistent brand voice
Replies written by different team members, at different times, in different styles. Customers perceive a fragmented brand. Guidelines aren't enough — you need an agent that always applies them.
Slow escalations with no context
When a case reaches senior support, context gets lost in the thread. The senior re-reads everything from scratch, wastes time, the customer waits. SLA burned.
The solution
6 AI agents covering the full ticket funnel end-to-end.
Triage, drafting, routing, escalation, tracking, analytics. Digital workers that apply the same criteria to the first ticket as to the thousandth of the day.
Automated multi-channel triage
The agent reads every incoming ticket (email, chat, social, form), classifies by priority and type, and automatically assigns it to the right team. No more unsorted queues.
On-brand draft replies
For every ticket the agent prepares a draft reply in your defined brand voice. The agent never tires, never has an off day, and applies the same criteria to the first ticket as to the thousandth.
Intelligent routing
Tickets routed to the right specialist team (tech, billing, retention) with full context. Skill-based routing — no more ping-pong between colleagues.
Escalation with full context
When a case requires senior support, the agent prepares a brief: customer history, current conversation, attempted solutions, recommendations. The senior replies in 5 minutes, not 30.
SLA tracking + real-time sentiment
Per-ticket customer sentiment monitoring, alerts on negative responses, SLA tracking by team. Management spots problems before they escalate.
Performance reports + insights
First response time, resolution time, predicted CSAT, top issue categories. Executive dashboard updated in real time — no more weekly exports.
Our guarantee
-70% operational time on triage.
Measured in 4 weeks. Or you don't pay.
Baseline measured during assessment against your real tickets. If the agent doesn't recover the promised time for your team, we work for free until it does — or we refund the sprint.
Case study
Multi-task AI agent in action at Navily.
Comparison
Why custom AI agents, and not the alternatives.
The three real options for a customer support team today.
| Standard SaaS helpdesk | Helpdesk AI add-on | Soraia AI agents | |
|---|---|---|---|
| Cost | Per seat | Per ticket | One-time + maintenance |
| Time to value | Immediate | Long setup | 4 weeks |
| Brand voice | Limited | Configurable | Trained on yours |
| Multi-channel | Limited | Yes | Yes, custom integration |
| Vendor dependency | None | Total | None (your code) |
| Sentiment + analytics | No | Basic | Custom executive dashboard |
Questions
What people usually ask us.
How do you handle GDPR and customer personal data?
European or on-premise infrastructure on your own servers. No training on your data. Every agent decision is logged, retention is configurable, audit-ready.
Does it integrate with my helpdesk (Zendesk, Intercom, Freshdesk, custom)?
Yes. We work via API or webhook with all major helpdesks. If you have a custom solution or legacy system we validate it during the assessment.
Can the agent reply autonomously or does a human always need to be involved?
Configurable per ticket category. For routine cases (standard info, status checks) it can reply autonomously with a confidence threshold. For sensitive or borderline cases it passes to the team with full context. You decide where to draw the line.
How do you train the brand voice?
We analyse a sample of your best historical replies. The tone of voice emerges from your data, not abstract guidelines. We validate it with you before going to production.
What does it actually cost?
Assessment €2,000 (refunded). Sprint €10–50k. Guarantee: if the agent doesn't cut triage time as promised, we work for free until it does.
Next step
Find out how much time your support team can get back.
Assessment €2,000, refunded if you proceed. 1–2 weeks from kick-off to report.
