Digital Employees · Department
Customer Support Digital Employees
Eight planned Digital Employees that route tickets, answer common questions with citations, curate the knowledge base, score quality and handle disclosed voice calls, plus an appointment agent.
Customer Support Digital Employees are designed to help a support team answer faster without lowering quality. They route every ticket by category, priority, language and sentiment, answer common questions with cited knowledge, keep help articles current, rebalance queues, score conversations against your rubric and, from W3, take calls in Indian languages with AI disclosure at the start.
Support usually runs as an escalation desk: agents take the default path and exceptions go to a human desk. Each role has a named human owner, and customers can always reach a person.
How they work
- They operate Helpdesk, Knowledge, Contact Center, Portals, Chats, Online Store and Billing & Invoicing.
- Replies are grounded in your knowledge base. When an answer is not supported by a source, the agent escalates instead of guessing.
- Refunds are R4 and always need human approval with a second factor.
Cost and return
The Investment & ROI Ledger records rent, AI usage, messaging and voice costs and your team's review time. Returns include tickets resolved without reopening and time saved, labelled as capacity freed rather than revenue.
Planned waves: Triage Agent, Tier-1 Support Agent and Knowledge Base Curator from W1; Support Ops Manager in W2; voice, QA and community roles in W3; Returns & Refunds in W4. Support Triage is one of the first six agents planned to be Verified at launch.
9 Customer Support roles
| Role | Mission | Autonomy | Max risk | Wave |
|---|---|---|---|---|
| AI Support Triage Agent | Route every ticket correctly | A4 | R1 | W1 |
| AI Tier-1 Support Agent | Resolve common issues with cited answers | A3 | R3 | W1 |
| AI Support Ops Manager | Keep SLAs and queues healthy | A3 | R2 | W2 |
| AI Knowledge Base Curator | Keep help content complete and current | A3 | R2 | W1 |
| AI Voice Support Agent | Handle calls in Indian languages with disclosure | A3 | R2 | W3 |
| AI QA Auditor | Score 100% of conversations | A4 | R0 | W3 |
| AI Returns & Refunds Specialist | Process returns per policy | A2 | R3 | W4 |
| AI Community Moderator | Keep community spaces safe and helpful | A3 | R2 | W3 |
| Appointment Booking & Reminder Agent | Book appointments and send reminders that reduce no-shows | A3 | R3 | W2 |
Autonomy A0 (suggest only) to A4 (act within policy). Risk tiers R0–R4; anything above a role's ceiling waits for a person. See the glossary →
See how One3 would run your business
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.