Support volume was outgrowing the team, and answers to repetitive questions were eating the queue.
Northwind’s support team was drowning in repeated questions while documentation sat underused. First-response times kept climbing.
Deploy autonomous support agents grounded on private documentation, with evaluation harnesses, tracing, and a confident human-handoff path.
Require every agent answer to cite its source and escalate on low confidence — making the system safe to run without a safety net.
Agents resolved a majority of tickets end-to-end, first-response time dropped dramatically, and the team focused on issues that needed humans.
Support inbox, docs search, ticketing system, and the agent evaluation pipeline.
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