All work
A Series B fintechBusiness Process Automation
Cutting support resolution time by 73% with autonomous agents
We deployed a tiered AI agent system that resolves common tickets end-to-end and escalates the rest with full context.
73%
faster resolution
62%
tickets auto-resolved
4.8
CSAT maintained
The challenge
Support volume tripled in a year while headcount stayed flat. Response times slipped and CSAT was at risk, with agents buried in repetitive questions.
Our approach
- 01Audited 12 months of tickets to find the 40% that were fully automatable.
- 02Built a tiered agent: deflect, resolve, or escalate with context.
- 03Grounded answers in product docs and account data with strict guardrails.
- 04Added human-in-the-loop review for sensitive actions.
System architecture
ChannelWeb widget + email ingestion
ReasoningAgent with scoped tools and evals
KnowledgeRAG over docs + account context
ActionsRefunds, status, account updates via API
OversightEscalation + audit log + analytics
“CoFix didn't just automate tickets, they re-architected how our support org works. We scaled 3x without adding headcount.”
What should your business stop doing manually?
Book a 30-minute strategy call. We'll identify the repetitive workflow costing you the most time or opportunity and map a practical path to automate it.