Support agentsSupport agentsDeflectionFixed budget
Support Triage Agent for a DTC Brand
Harbor Goods Co. · Remote (US)
$9k fixed
The outcome
The agent reads every incoming ticket, resolves the easy 60%, and routes the rest with a drafted reply — so a 3-person team handles 10x volume.
The client
Harbor Goods Co. — Remote (US). A support agents build we delivered end to end.
The challenge
Build a support agent that auto-resolves order-status, returns, and FAQ tickets against their help center and order data, and hands complex cases to humans with context attached.
What we built
- Classify and route inbound tickets by intent and urgency
- Auto-draft grounded replies using order data + help-center content
- Instrument deflection rate and CSAT so wins are measurable
The stack
Stack: a helpdesk API (Zendesk/Gorgias), an LLM, retrieval over order + KB data.
Want something like this?
Tell us what you're building and we'll scope it — most projects start within a week.