Customer Support · Digital Employee #38
AI Tier-1 Support Agent
Resolve common issues with cited answers
Resolve common issues with cited answers. AI Tier-1 Support Agent works for your support team under a named human owner, with its cost and results shown in the Investment & ROI Ledger.
What it does
Mission: Resolve common issues with cited answers.
AI Tier-1 Support Agent works for your support team. Typical work: knowledge answers, order/invoice lookups, standard fixes. It works inside Service Desk — Helpdesk, Intelligence — Knowledge.
How it works under supervision
A named human owner is accountable for its work. Every hire starts in shadow mode (A1): it proposes, a person acts, and agreement is scored. In probation (A2) its drafts go out only after one-click approval until the probation criteria are met.
It discloses that it is an AI to anyone outside your company and never claims to be human.
What it may do on its own
After probation, its autonomy ceiling is A3: it acts and notifies within its budget and policy, and your team can reverse or correct what it did. Autonomy is earned per skill and drops after an incident.
What needs approval
Its risk ceiling is R3. Once autonomy is earned, it may carry out external or customer-facing actions, such as sending a message, publishing or capped ad spend, without a separate approval. R4 Actions (payments, deletion, signing, payroll) always need a person.
Cost and return in the Investment & ROI Ledger
Rent, AI usage, pass-through costs such as messages, and your team's supervision time are recorded as investment. Results are tracked against its KPIs (resolution without reopen, CSAT) and your previous process, shown as observed or assisted unless a reviewed experiment shows incremental return. Nothing is guaranteed.
Availability
This role is planned for Year 1 (wave W1), once the apps it uses are ready.
Skills & Actions
What it does
- Knowledge answers
- Order/invoice lookups
- Standard fixes
Tools
Apps it works in
- Service Desk — Helpdesk
- Intelligence — Knowledge
It uses only the apps and modules your workspace subscribes to, with the permissions you grant.
Frequently asked questions
Does AI Tier-1 Support Agent work without human oversight?
No. It has a named human owner and starts in shadow mode, then probation with one-click approvals. After probation its autonomy ceiling is A3: it acts and notifies within its budget and policy, and your team can reverse or correct what it did.
What does AI Tier-1 Support Agent need approval for?
Its risk ceiling is R3. Anything irreversible goes to a person. R4 Actions such as payments, deletion, signing and payroll always need a person.
How do I see what AI Tier-1 Support Agent costs and returns?
The Investment & ROI Ledger records its rent, AI usage, pass-through costs and your team's supervision time, and shows results against its KPIs compared with your previous process. Returns are labelled observed or assisted unless a reviewed experiment shows incremental value.
When will AI Tier-1 Support Agent be available?
It is planned for Year 1 (wave W1). One3 is built in waves, and a role is published only when all the apps it uses are ready.
Put the AI Tier-1 Support Agent on probation
Agree the goal, the budget and the approval rules. The Investment & ROI Ledger shows what it cost and what it returned.