Octanist sends offline conversions back to Google Ads, Meta and Microsoft Ads. Its customers ask detailed, technical questions about setup, integrations and tracking, and answering them well takes someone who knows the product inside out.
The challenge
Most support questions can only be answered by looking at the product itself: how a customer has set things up, what the code does, what the logs say. That made support slow, and it pulled the people who know the product best away from building it.
What we built
We gave an agent access to what a support engineer at Octanist works with: the Octanist platform, the codebase, the debugging tools and the internal knowledge base. With that, it can work out the answer to most support questions on its own.
How it works
- 01It learned from old support tickets, and by watching how the team handles support today.
- 02For every new ticket it looks things up in the platform, the code, the debugging tools and the knowledge base.
- 03It writes a complete answer and puts it in the mailbox as a draft.
- 04Someone from the team checks the draft and sends it.
Where a person stays involved
The agent never sends anything on its own. Every answer is a draft that a person checks before it goes out, and it keeps learning from how the team handles support.
The result
For 90% of support tickets, a ready answer is now waiting in the mailbox. The team only checks and sends, and spends its time on the questions that really need them.
