Support agents that answer, and know when to ask
Ready-made agents that run on OrchKernel, the operating system for the AI-native company. They triage tickets, reply on the easy ones and spot customers about to leave. Refunds stay with people.
Refunds go out before anyone senior sees them
Sorting, replying and refunds each need a different level of care.
Every ticket starts unsorted
Money moves without a check
Unhappy customers go unnoticed
Four agents, two apps
Each agent comes with its playbook, tools, rules and a scorecard. Enable an app in one click and map it to your support team.
Support
Tickets, severity and replies, in your helpdesk or in OrchKernel.
Triage
Reads each new ticket, classifies it, sets severity and hands it to the right person or agent.
- Starts
- When a new ticket arrives.
- Waits for
- Nothing by default. It sorts work and does not reply to customers.
Support Agent
Drafts a reply. Sends it on low-severity tickets and hands the rest to a person.
- Starts
- When triage hands it a ticket.
- Waits for
- Tickets above low severity: a person sends those replies. It cannot issue refunds; the app denies them to agents.
Support operations
Quality and retention, on top of the Support app's tickets.
QA reviewer
Scores a daily sample of sent replies for accuracy, tone and policy, and leaves a coaching note.
- Starts
- Every weekday morning.
- Waits for
- Nothing to approve. It never talks to customers or touches money.
Churn-risk watcher
Spots paying customers whose tickets say they may leave, sizes the account and creates a task for the support lead.
- Starts
- When a ticket changes, plus a weekday morning sweep.
- Waits for
- Every customer reply needs the support lead. Every goodwill credit needs an admin.
Replies and refunds pass the gate
Refunds are denied to agents. A goodwill credit waits for an admin.
Replies follow the playbook
The Support Agent's playbook sends replies only on low-severity tickets and hands the rest to a person. The app's rule lets agents reply without approval; add a rule if you want every reply held.
Refunds stay with people
The Support app denies refunds to agents. The churn-risk watcher's goodwill credit waits for an admin, who sees the exact payload, and runs exactly once.
Agents act for someone
Each agent acts for a named person and never has more access than they do. Revoke it and everything stops.
Memory that respects permissions
New knowledge is quarantined until a person accepts it. Search only shows what each person may see.
A record of every reply
Every action lands in a tamper-evident log. Any run can be replayed.
Customer service questions
Start with your support queue
Bring one real support workflow. We help you run it on OrchKernel, on your own systems.