Resolve tier-1 tickets in your brand voice.
Alex handles the common questions — password resets, billing FAQs, onboarding questions — directly in your brand voice. Escalates everything else cleanly with full context.
Support cost scales linearly with customer count — until it breaks you.
The repetitive 70% eats the time that should go to retention.
Your first 50 customers, you handle support yourself. Your next 500, you hire a junior. Your next 5,000, you hire a team. Margins compress as headcount grows; tier-1 tickets (the repetitive 70%) eat the team's time and prevent them from doing the work that actually keeps customers.
- Tier-1 eats 70% of agent timeRepetitive password resets, billing questions, "how do I…" eat hours that should go to retention work.
- Headcount cost compoundsEach new agent adds salary + benefits + ramp time + onboarding overhead. Margins shrink as you scale.
- Slow tier-1 = angry customerA simple question that takes 24h to answer becomes a CSAT problem.
- Generic AI chatbots are worseOff-the-shelf chatbots speak in a tone that doesn't match your brand. Customers notice — and trust erodes.
Alex handles tier-1 in your voice. Escalates the rest cleanly.
Trained on your past responses + brand voice. Deflection rate climbs from week 1 to week 6 as Alex learns your patterns.
- 01Step 1
Read context
Alex reads the ticket, the customer's account, prior tickets, sentiment. Recognises tier-1 patterns.
- 02Step 2
Draft brand-voice reply
Trained on your real past responses. Speaks your tone, uses your vocabulary, follows your escalation rules.
- 03Step 3
Resolve or escalate
Tier-1 confidence high → resolves directly. Sentiment negative or complexity high → escalates to a human with context.
- 04Step 4
Full-context escalation
When a human takes over, they walk in with the full ticket + conversation history + Alex's analysis.
What Alex does on tier-1 support
The repetitive 70% — resolved in your voice, with humans saving their time for the conversations that matter.
Trained on real past responses. Indistinguishable from your best support agent's replies.
Email, chat, helpdesk (Zendesk / Intercom / webhooks), Slack — wherever your customers ask, Alex answers.
Negative sentiment detected → Alex escalates instantly to a human with the full context.
Tier-2/3 tickets escalate cleanly to your team with full ticket + history + suggested response.
Tier-1 SMB autopilot. Tier-3 enterprise suggest-only. Configure per segment.
Each resolved ticket + each human correction makes Alex sharper. Deflection rate climbs week over week.
A ticket conversation Alex resolved end-to-end — in brand voice, with full context preserved.
Illustrative — real screenshots replacing these as customers go live.
What changed at Sprintmore
90-day data after Alex went live on Sprintmore support.
Common questions
- How long until Alex resolves tickets well?
- Tier-1 deflection is typically 30% week 1, 70% by week 6 as Alex learns your patterns. Behavior is incremental, not flipped overnight. Plan for a 2-month ramp to peak performance.
- What about angry customers?
- Alex detects negative sentiment and escalates instantly to a human with full context. Default policy: Alex never argues, never insists. The customer goes to a human the moment frustration appears.
- Does Alex replace a CS manager?
- No. Alex covers tier-1 + proactive monitoring. Strategic CS work (renewals, expansion conversations, exec QBRs) stays human-led — Alex prepares the brief.
- What channels does Alex support?
- Email, chat, helpdesk (Zendesk, Intercom, webhook-based), Slack (internal alerts + customer-facing Slack channels). One Alex, every channel.
- How does Alex learn our brand voice?
- Upload ~50–200 of your real past responses; Alex learns tone, vocabulary, escalation patterns. Each new resolved ticket + each human correction refines further.
Stop hiring tier-1 agents you can't scale.
Alex handles the repetitive 70% in your voice. Your team focuses on the conversations that retain customers.