Support ops

Inbox chaos
→ sorted queues
→ draft replies

Shared inboxes and Zendesk backlogs grow faster than headcount. Triage the noise, draft the easy ones, escalate the sharp edges, without pasting customer data into ChatGPT.

support@yourcompany.co.ke receives everything: password resets, billing disputes, fraud reports, and “I was charged twice on M-Pesa.” Agents spend mornings sorting before they answer. Meanwhile someone on the team pastes ticket threads into a public chatbot because it’s faster.

Email & ticket triage can run on Kenya-hosted models: classify intent, suggest priority, draft a grounded reply from your KB, and route to the right queue, with full thread context and no foreign API hop when you choose that path.

ticket #88421 · from: customer@example.co.ke
SUBJECT "Double M-Pesa deduction on policy renewal"
INTENT billing_dispute · confidence 0.94
ROUTE finance_ops · human review
DRAFT "We’ve located txn REF… reversal in 3 days…"
SOURCES Billing_FAQ_v3 · M-Pesa_reversal_SOP
✓ agent review required · host kenya-gpu-example

Triage decisions

Classify. Prioritise. Never guess on fraud.

Intent labels

Your taxonomy, your own taxonomy, off generic “billing/other.” Trained on historical tickets.

Priority rules

VIP tags, regulatory keywords, outage patterns bump SLA automatically.

Draft replies

Grounded in approved macros and KB articles, agent edits before send.

Escalation

Fraud, legal threats, media mentions → senior queue with summary note.

Draft

Send stays with a person

Grounded

Route

Your queues

Inference

Kenya queue examples

Where triage pays back quickly.

Telco billing

Bundle disputes, airtime reversals, SIM swap requests, sorted before Tier-2 sees them.

Insurer service

Claim status, premium queries, document requests, draft from policy wording.

Utility & water

Meter readings, leak reports, county billing, route by ward and issue type.

Internal IT

Password, VPN, laptop, deflect L1 with drafts; escalate access requests.

Pair with WhatsApp AI desk when the same intents arrive on two channels, one classification brain, multiple front doors.

Part of the broader AI automation stack, or standalone on your existing helpdesk. Run evals via red team before enabling auto-route on sensitive categories.

FAQ

Support leads ask first.

Which helpdesks integrate?

Common targets: Freshdesk, Zendesk, Microsoft 365 shared mailboxes, ServiceNow email channels. Custom IMAP/API hooks for legacy setups.

Does it auto-send replies?

Default: draft-only. Agents review and send. Auto-send is opt-in for low-risk intents after eval proves safe.

Swahili customer emails?

Yes with language pack, classify and draft in the language received, or bilingual where policy requires.

What about attachments?

Metadata and text extraction only on approved types. Sensitive attachments route to humans without LLM processing if policy demands.

Triage one inbox for 30 days

Export 500 historical tickets. We show classification accuracy and draft acceptance rates before you wire production.

Book a helpdesk triage pilot

Inbox chaos→ sorted queues→ draft replies