2 Support Operations AI Agents, Live in Production.

Support operations carries the consequences of decisions made elsewhere. Marketing launches a campaign, and the questions it generates arrive in a queue that was staffed and briefed for last week’s volume — including the questions arising from claims nobody in support had seen, let alone been given an answer to. The pattern is entirely predictable and almost never pre-empted, because the check requires reading the campaign as a customer would and asking what it invites someone to ask. The measurement problem is adjacent. Satisfaction is assessed by survey, which is a reconstruction after the fact by a customer who has moved on; what they actually wrote during the interaction — the tone, how much effort it cost them, the exact point where a conversation turned — is far more informative and nobody reads it at volume.

These agents work on the inputs rather than the queue. Campaign Inquiry Readiness establishes, before a campaign goes live, what support will be asked, whether the answers exist yet, and which claims in the campaign will generate questions nobody can answer. That third output is the one that changes the campaign rather than just the staffing. Support Interaction Analysis reads what customers actually wrote across a period of tickets and chats — the tone, the effort it cost them, and the moments a conversation turned — instead of what a survey afterwards remembers. Two agents cover this process, and both produce analysis for an operations lead to act on; neither changes staffing or replies to anyone.