AI handles triage. Our agents handle the troubleshooting that needs judgement.

The best first-line technical support combines Hermes — our own platform — with agents trained on your product, documentation, and escalation playbooks. Users get faster answers on routine issues; your engineering team receives only contacts that genuinely need L2 expertise.
  • Native speakers in 8 languages
  • 98.5% CSAT
  • Under 3% agent turnover
  • 24/7 English support
  • <1h avg. first response

There are two ways AI in technical support goes wrong. The first is automation that deflects users with generic scripts — loops, wrong diagnostics, and frustration when something non-standard breaks. The second is human-only teams that cannot keep up — slow first responses, inconsistent troubleshooting, and engineers pulled into tickets that never should have reached them.

We do neither. Digital Customer Care Company uses AI on Hermes to classify contacts, draft replies for predictable first-line issues, and route exceptions — so agents focus on installation problems that need care, configuration edge cases, and escalations that require structured L2 handoffs. The result is faster first-line support than a purely human operation and more reliable than fully automated deflection.

How our AI-assisted technical support works

Classification, response drafting, and routing are built into Hermes — our contact centre platform — not a third-party AI tool bolted on top.

01

Contact classification and routing

When a user contact arrives — by email, live chat, telephone, or WhatsApp — Hermes reads it, classifies it by issue type and urgency, and routes it appropriately. A password-reset or known-issue FAQ goes one path. An install failure with error codes goes to an agent trained on your troubleshooting guides. A contact that matches your L2 escalation criteria is flagged before anyone wastes time on the wrong path. This happens in seconds, before an agent opens the ticket.

02

Response drafting for routine first-line queries

For the large share of first-line contacts that follow documented patterns — standard setup steps, licensing FAQs, documented workarounds — Hermes drafts a response from your knowledge base and decision trees. An agent reviews, adjusts for context, and sends. Users get accurate, on-brand answers faster; agents spend time on diagnosis and escalation notes instead of rewriting the same instructions from scratch.

03

Exception flagging

Hermes flags contacts that fall outside normal patterns — repeated contacts without resolution, error combinations not in your docs, sentiment that signals a critical outage, or issues that match your agreed L2 triggers. Those are prioritised for human handling with full context. Nothing that needs engineering attention slips through as “closed at L1.”

What AI handles — and what it does not

What our AI handles

Our AI layer on Hermes manages contact classification, drafting for routine first-line queries, routing and prioritisation, exception flagging, and real-time quality monitoring. These tasks are pattern-based and high-volume — the work that slows agents down when every reply is composed manually.

In practice, AI handles much of the classification and drafting for typical hardware and software first-line operations: setup FAQs, account and licensing questions, steps from your published troubleshooting guides — often approved with minimal edits.

What our agents handle

Our agents review and approve AI drafts, run live troubleshooting that is not in the script, decide when to escalate to your L2 or engineering team, write structured escalation notes with steps already taken and system information, and communicate with you about trends and improvements.

Every user-facing reply is reviewed by a human before it is sent. There are no fully automated responses in our operation. Users still talk to someone who knows your product — better informed and less rushed because AI handled the mechanical work first.

Our AI tools for technical support

01

AI-assisted agent support

Hermes works alongside your first-line agents — classifying incoming contacts, drafting responses for routine queries, and routing exceptions to the right person. Agents review, approve, and own what needs human judgement. The result is faster first responses and more consistent troubleshooting quality than a purely manual operation.
02

Structured escalation to L2

When a contact requires your second-line or engineering team, AI-assisted workflows ensure diagnostic information is collected and escalation notes are structured before handoff — problem description, environment details, steps already tried, and the reason for escalation. Your engineers do not chase missing context.
Learn about escalation management →
03

Real-time performance monitoring

Hermes monitors agent interactions as they happen — flagging contacts where response time, tone, or resolution quality falls below threshold. Issues surface in real time in the same dashboard you use, not only in a monthly report. Quality problems are caught before they become patterns.

What AI-assisted support means for your product team

01

Faster first line without hiring engineers

AI-assisted agents resolve more first-line contacts per hour than agents working without AI support. When release cycles or user growth spike ticket volume, we absorb much of the increase within the existing operation — so your engineers stay on the product instead of the queue.
02

More consistent troubleshooting at scale

Under pressure, manual first-line support drifts — steps skipped, tone inconsistent, escalations missing data. AI-assisted agents have structured drafts, classification, and monitoring so quality holds up when volume is highest.
03

Insight that reduces repeat tickets

Because Hermes classifies and analyses every contact, we see which issues repeat, where documentation gaps create volume, and which failure modes follow a release. That intelligence feeds your monthly report as actionable recommendations — not just ticket counts.
04

Quality you can measure

Our quality framework scores every agent interaction across more than 20 checkpoints — alongside AI-assisted monitoring. You have access to the same real-time dashboard we do.

AI and human expertise — how we keep both

Product leaders worry that AI support will feel like talking to a script — especially when users are stuck on a failed install or a business-critical outage.

That is why our model keeps humans in the loop for every outbound reply. AI on Hermes handles classification and drafting so agents can focus on judgement: the non-obvious config issue, the user who needs calm reassurance, the escalation that must reach engineering with a complete picture. Users get speed where the answer is documented and a real expert where it is not.

Frequently asked questions about AI-assisted technical support

What is AI-assisted technical support?
AI-assisted technical support uses artificial intelligence to help with classification, response drafting, routing, and quality monitoring in a first-line support operation — while human agents review outbound communication and handle troubleshooting that requires product judgement. It is not a chatbot that replaces your team; it is a layer on Hermes that makes trained agents faster and more consistent.
Does AI replace the agents who handle our support, or our in-house engineers?
Neither. AI does not replace the first-line agents we provide on your operation — every reply is reviewed by a human before it reaches your users. It does not replace your L2 or engineering team either. Hermes handles triage and drafting so our agents work faster and escalate with full context; your engineers receive fewer tickets, and the ones that reach them are better prepared.
How does AI help hardware and software vendors?
First-line technical support includes many predictable contacts — setup steps, licensing, documented known issues — that AI drafts well. Complex failures, novel error combinations, and business-critical outages still need humans. AI-assisted first line resolves more at L1 with consistent quality and passes structured escalations when L2 is required.

See what AI-assisted technical support looks like for your product

Tell us about your users, channels, and escalation paths. We will walk through how Hermes and our agents would run your first line — and what changes for your engineering team in practice.
No obligations. No sales pitch. Just a straight conversation.

Every reply reviewed by a human · First-line technical support since 2014