The brief
Acme's ops team was spending 14 minutes per support ticket — most of it stitching context across five tools. Customers were waiting. Agents were burning out.
They came to us with a question: could AI cut that time without losing the human touch?
What we built
UX & Research
Watching the work happen
Two weeks shadowing agents revealed the real bottleneck: not answering tickets, but assembling context across five systems.
Design
A tool that disappears
A side panel inside the existing CRM — no new tabs, no new tools. Suggestions appear as the agent reads the ticket.
AI & Engineering
RAG over their actual systems
A retrieval pipeline reading from Stripe, Linear, Slack, and customer account history. Tuned for accuracy, not flair.
Security
Cyber discipline
SOC2-aligned audit logs, role-scoped retrieval, no LLM training on customer data. Reviewed by their CISO before launch.
