An Orkeste AI support agent reads tickets from Zendesk or Intercom, searches your Confluence knowledge base for the actual answer, and drafts a reply grounded in what it found. Low-confidence or high-stakes cases escalate to a human with the full context attached.
Read tickets from Zendesk and Intercom, search Confluence for solutions, and draft helpful replies or internal notes. Escalate anything involving billing, cancellations or enterprise accounts to a human with a summary.
Reads every new ticket, classifies intent and urgency, and routes it to the right queue so nothing waits in the wrong place.
Searches Confluence and past conversations, then writes a reply that cites the real procedure instead of guessing.
When a case needs a human, it attaches the summary, the customer history and what it already tried, so the specialist starts warm.
Keeps tickets tagged consistently and produces conversation summaries so handovers between shifts lose nothing.
Customer-facing replies can require approval before sending, and most teams keep that gate on for billing, cancellations and enterprise accounts. Your team keeps tone, judgement and accountability.
This role belongs to AI agents for customer support teams. Related roles: AI retention agent, AI reporting analyst.
No. It removes the triage, the searching and the first draft. Your agents review replies, handle the judgement calls and own every escalation. Teams typically reallocate the recovered time to complex cases and retention work.
Drafts are grounded in retrieval: the agent searches Confluence and past tickets and writes from what it finds. When it finds nothing solid, it says so and escalates instead of improvising, and the approval gate catches anything that slips.
Connecting Zendesk or Intercom takes under ten minutes and a first triage agent can run the same day. Drafting with knowledge base search typically goes live within the first week.
Orkeste runs on EU infrastructure with encryption in transit and at rest, never trains models on your data, and scopes each agent to the connectors you grant. Every action lands in an audit log.