# AI Agents for Customer Support

> AI agents for customer support that resolve tickets end to end, reading order and account context, acting in your tools, and escalating cleanly. Built by Sentient Arc.

Support agents that resolve the ticket: read the account, take the action, and hand off cleanly when they should.

## The challenge in Customer Support
Most support automation deflects rather than resolves: a bot answers from an article but cannot look up the order, process the refund, or update the subscription. The result is a longer path to a human and a frustrated customer who has already explained the problem twice. The hard part is not the reply. It is acting safely in billing, account, and order systems with the context to get it right.

## Example workflows

### End-to-end ticket resolution
- Agent reads the inbound ticket and pulls the customer, order, and subscription context
- Classifies intent and reasons over policy to decide the right resolution
- Acts in the real tools: issues the refund, reships, or updates the account
- Drafts the reply with the action taken and logs the full trail
- Escalates to a human with a summary when confidence or policy says to

### Escalation and handoff
- Detect frustration, risk, or out-of-policy requests during the conversation
- Assemble a concise handoff with history, context, and the attempted resolution
- Route to the right human queue so the customer never repeats themselves

## Outcomes
- Common tickets resolve fully: refunds, reships, account changes, not just deflect to an article
- Customers stop re-explaining, because every escalation carries the full context
- Agents act inside policy and billing limits, with each action logged for review
- Human teams focus on the genuinely hard or sensitive conversations

## FAQ
**Will an AI support agent actually resolve tickets or just deflect?**

Resolve. The agent reads account and order context and acts in your real tools: refunds, reships, account updates, instead of answering from an article and handing off.

**How does escalation to a human work?**

On low confidence, detected frustration, or out-of-policy requests, the agent routes to the right human queue with a full handoff, so the customer never repeats themselves.

**How do you stop the agent from doing something it should not?**

It is bounded by typed tool contracts, policy checks, and confidence thresholds, with every action logged, autonomy stays inside the limits your support and billing teams set.

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Canonical page: https://www.sentientarc.com/solutions/ai-agents-for-customer-support