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Agentic customer experience & support
Support agents that actually resolve — reading your knowledge base, your ticket history and your systems of record, then taking the action instead of describing it.
Customer experience and customer support is one of the domains Vyom Tech Sol builds agentic systems for. Typical work: tier-1 deflection agents that answer from the client's own knowledge base and ticket history rather than a generic model; triage and routing agents that classify inbound tickets, set priority and route to the right queue; agent-assist copilots that sit beside a live human rep and draft replies, surface account context and suggest next actions; voice and chat deflection front-ends; automatic post-contact wrap-up, summarisation and disposition coding; and escalation flows that hand a human the full conversation context instead of a ticket number. The pattern Vyom favours is action over answers: the agent is wired into the CRM, order system or billing platform so it can actually perform the refund, the address change or the reset, with guardrails and human approval on anything consequential. Deflection rate, containment and CSAT are the metrics these builds are tuned against.
What we build in customer experience & support
- →Tier-1 deflection with grounded answers
- →Ticket triage, routing & summarisation
- →Agent-assist copilots for live reps
- →Voice & chat deflection
- →Post-contact wrap-up and disposition
- →Escalation with full context handoff
One agent, in depth
// agent deep-diveThe Resolution AgentMost support bots answer. The valuable ones act — issuing the refund, changing the address, resending the order. Here is how we build an agent that closes tickets instead of describing how they could be closed.read the deep-dive →Common questions
Can an AI support agent actually resolve tickets, or only answer questions?
It can resolve them, if it is wired into your systems. An agent connected to the order, billing and CRM platforms can issue the refund, change the address or reship the order — not just describe how. An agent that can only answer is a search box with better manners.
How do you stop a support agent issuing a wrong refund?
Actions are tiered by consequence. Reading account data is free; low-value remedies are autonomous; refunds above a threshold, account closures and anything touching payment details require a human or are not agent-accessible at all. Tool calls are idempotent and value-capped, so a retry cannot double-refund.
Should we automate support, or start with agent assist?
Usually agent assist first. The copilot drafts replies and surfaces context while a human stays in control, so risk is lower and adoption is easier. Every time a rep edits a draft you learn where the agent is weak — which tells you what is safe to automate outright.