Reuse what your team knows
Bring past cases and decisions. Keep the evidence, missing history, and exceptions that make the work more than a checklist.
Turn past work into automation.
Automation Studio. Build agents and workflows from the cases your team already handles. Test them on unseen work, choose a limited scope, and expand as results justify it.
Native product walkthrough with synthetic support cases.
Product walkthrough
Read the transcript and visual descriptionsAutomation Studio. Build for the work. Keep people in control.
Build with an agent
Give the builder an outcome and development examples. Review the resulting Agent and Workflow releases before putting them to work.
Keep the test unseen
Use a separate set of unfamiliar cases. Failed and missing trials stay in the results, alongside completions and correct handoffs.
Start with a small scope
Choose which work can enter and how much to expose. Keep the required approvals, pause new work, or restore a previous configuration.
Give exceptions a human path
Send disputed contracts, missing identity, and privileged requests to a person with the reason for the handoff and access to the original case.
Follow the outcome
See what completed, what reopened, and what still needs evidence. Track human participation separately from automated completion.
From past cases to an automation you can assess.
Follow 120 historical support cases through development, testing on held-out cases, a controlled launch, and a review of later results.
Show how a case starts, what a good outcome looks like, and where your team needs to step in.
Work with an agent using development examples. Review the proposed process and select the exact release you want to test.
Hold back examples the builder has never seen. Look at completions, correct handoffs, and failures together.
Choose the eligible work and how much to expose. Check the trigger, approvals, and human fallback before enabling new work.
Resolve exceptions and watch what happens after a run finishes. Send improvements through another build and test cycle.
In practice / Support access requests
Let unfamiliar cases set the bar.
A support team starts with 120 historical cases. The builder gets 80 development examples. Forty stay unseen until the selected release is ready for assessment.
40 unseen cases. Every result counts.
Simulated assessment- Automated completions
- 30
- The simulated case reached the required outcome.
- Correct human handoffs
- 8
- The case needed judgment reserved for a specialist.
- Unsuccessful trials
- 2
- Failures stay visible and guide the next improvement.
Illustrative assessment using synthetic support cases. These are simulated results; later business outcomes require observation.
Where people step in
A disputed contract stays with a specialist.
The request carries the reason for the handoff and links to the support case and account. A person can review the context and record what happened.
After launch, a closed ticket remains a pending outcome until its seven-day reopen window has been observed.
Connect the automation to the operation.
Build on your business records, executable processes, and current permissions. Keep each decision connected to the work it creates.
Start with work your team already knows.
Bring a recurring case type, examples of good decisions, and the exceptions people should keep handling. Define how to test the automation before expanding its scope.