AI Agents That Resolve Support Tickets
Autonomous AI agents that triage, self-evaluate, and resolve Tier 1 support tickets across email, chat, Slack, and helpdesk platforms — without human intervention.
Who Should Care
VP of Support / Head of CX / IT Operations Leaders
Who This Helps
- Support agents — fewer repetitive tickets, more time on complex cases
- Customers — instant, accurate answers with zero wait time
- IT teams — L1 issues like password resets and VPN problems handled automatically
- Employees — get help in Slack or Teams without filing a ticket
- Support managers — better CSAT, lower volume, predictable scaling
- Finance teams — reduce cost-per-ticket without sacrificing quality
The Problem
Support teams are buried under repetitive Tier 1 tickets — password resets, billing questions, how-to requests, access issues. Every new customer or employee adds to the queue. Hiring more agents is expensive, slow, and doesn't improve quality. Meanwhile, customers and employees wait.
The Solution
Deploy AI agents that autonomously resolve Tier 1 support tickets. They read your knowledge base, triage incoming requests, self-evaluate every response for accuracy, and either resolve the ticket or escalate to a human with full context.
Features
- Autonomous ticket triage and resolution
- Self-evaluation loop — every response is checked before sending
- Confidence scoring with automatic escalation on low confidence
- Cited sources — every answer links to the original documentation
- Multi-channel: Zendesk, Intercom, Freshdesk, Slack, Teams, email
- 30+ knowledge source connectors
- Real-time sync — knowledge stays current without manual re-indexing
- Full audit trail for compliance and quality review
Benefits
- Resolve 70% of Tier 1 tickets without human intervention
- First response in under 30 seconds — no queue, no wait
- 24/7 availability across every channel
- Human agents focus on complex, high-value issues
- Consistent, accurate answers that improve over time
- Lower cost-per-ticket as you scale
What Powers Your Autonomous Agents
30+ Data Connectors
Robust data connectors handle single sign-on, retries, last load time frames, lookback limiters, and data re-ingestion logic.
How It Works
Twig's AI agents follow a five-step process for every incoming ticket. This isn't a simple keyword match or FAQ lookup — it's an autonomous resolution pipeline with built-in quality controls.
1. Ingest Your Knowledge
Connect your existing knowledge sources — help centers, Confluence, Notion, Google Drive, Slack threads, PDFs, internal wikis, runbooks. Twig ingests and indexes everything using intelligent chunking strategies optimized for retrieval accuracy.
Knowledge stays current automatically. When you update a help article or add a new runbook, the AI agent has access to the latest version within minutes — no manual re-indexing required.
2. Receive and Triage
When a ticket arrives — whether via Zendesk, Intercom, Freshdesk, Slack, Teams, or email — the AI agent reads the full message, identifies the intent, and determines whether it can resolve the issue autonomously.
The agent considers:
- What is the customer or employee asking?
- Do I have the knowledge to answer this accurately?
- Is this a routine request or something that needs a human?
3. Retrieve and Draft
Using production-grade retrieval augmented generation (RAG), the agent searches across all connected knowledge sources to find the most relevant information. It drafts a response that directly addresses the user's question, citing the specific sources it used.
Every response includes source links so the recipient can verify the answer and dig deeper if needed.
4. Self-Evaluate Before Sending
This is where Twig differs from every other AI support tool. Before any response reaches a customer or employee, the AI agent runs a self-evaluation loop:
- Confidence scoring: How confident is the agent that this response is accurate and complete?
- Relevance check: Does the response actually address what was asked?
- Source verification: Are the cited sources current and authoritative?
If the confidence score falls below your configured threshold, the agent does not send the response. Instead, it escalates.
5. Resolve or Escalate
High confidence: The agent sends the response directly to the customer or employee. The ticket is resolved autonomously.
Low confidence: The agent escalates to a human agent with full context — the original request, the draft response, the sources it found, and the reason it wasn't confident. No customer repetition. No context loss. The human agent picks up exactly where the AI left off.
What Makes This Different
Most AI support tools are glorified search bars or scripted chatbots. Twig's approach is fundamentally different:
Self-Evaluation Loop
Every other tool sends the first response it generates. Twig checks its own work before sending. This means fewer wrong answers, fewer customer complaints, and fewer "the AI told me the wrong thing" escalations.
Confidence-Based Escalation
You set the confidence threshold. The agent only resolves tickets it's confident about. Everything else goes to your team with full context. This isn't a binary "AI or human" — it's a spectrum you control.
Cited Sources on Every Response
Every answer includes links to the original documentation. Customers can verify. Agents can audit. Compliance teams can review. Nothing is a black box.
Not Just Customer Support
The same AI agent handles IT helpdesk tickets (password resets, access requests, VPN issues), internal employee questions (HR policies, onboarding guides), and customer-facing support — all from one platform.
Channels and Integrations
Helpdesk Platforms
- Zendesk
- Intercom
- Freshdesk
- ServiceNow
- Jira Service Management
Messaging
- Slack
- Microsoft Teams
- Chat widgets (embeddable on any website)
Knowledge Sources
- Help centers (Zendesk Guide, Intercom Articles, Freshdesk KB)
- Confluence
- Notion
- Google Drive
- SharePoint
- Slack threads and channels
- PDFs and uploaded documents
- Internal wikis and runbooks
- API documentation
All integrations are pre-built. No custom development required. Most teams connect their first knowledge source in under 10 minutes.
Quality and Compliance
Audit Trail
Every AI interaction is logged — the incoming request, the sources retrieved, the draft response, the confidence score, and whether it was resolved or escalated. Your compliance team can review any interaction at any time.
Accuracy Metrics
Track resolution rate, accuracy rate, confidence distribution, and escalation reasons in real-time. See exactly where the AI excels and where it needs more knowledge.
Human-in-the-Loop Controls
You control how much autonomy the AI has. Start with AI-assisted mode (agent drafts, human approves). Move to autonomous mode when you're confident. Adjust thresholds by channel, topic, or customer segment.
SOC 2 Certified
Twig is SOC 2 Type II certified. Your data is encrypted in transit and at rest. No customer data is used to train models.
Getting Started
Week 1: Connect and Ingest
Connect your knowledge sources and helpdesk platform. Twig ingests your content and builds the retrieval index. Most teams complete this in a single afternoon.
Week 2: Test and Tune
Run the AI agent in draft mode — it generates responses but doesn't send them. Your team reviews the drafts, rates accuracy, and identifies knowledge gaps. Twig learns from this feedback.
Week 3: Go Live
Switch to autonomous mode. The AI agent starts resolving tickets directly. Monitor confidence scores, resolution rates, and customer satisfaction in real-time. Adjust thresholds as needed.
Ongoing
Add new knowledge sources as your product evolves. The AI agent automatically incorporates new content. Review accuracy metrics weekly. Most teams see 70% autonomous resolution within the first month.
