Help your support team handle repeatable work while keeping people involved where judgement matters. We design AI support workflows for tasks such as finding approved information, drafting responses, organising tickets, and escalating questions.
New ticket arrives in the helpdesk
SystemAgent classifies it and finds an approved answer
AI agentUncertain or sensitive? Routed to your team
Human handoffDraft reviewed, reply sent, ticket updated
SystemSupport automation depends on the quality of its knowledge sources and the rules that guide it.
The approved sources an agent can draw on, and nothing else.
A defined response when an answer isn’t clear, instead of a guess.
The requests that must always be answered by someone on your team.
Sorting tickets by type and urgency, and sending each to the right queue or person.
Suggested replies built only from your approved sources, ready for your team to review.
Which issues always go to a person, and how sensitive or unresolved tickets are handed over.
A plan for connecting the agent to your helpdesk and knowledge base.
Checking answer accuracy and handoff behaviour on real ticket examples before launch.
We map the support workflow before selecting an implementation approach. The design defines what the agent can handle, when it should stop, and how your team can review and improve its output. Planning takes 1–2 weeks, and you see a live demo before you pay anything.
How tickets arrive, who handles them, and where time goes.
Key deliverables
The requests that suit automation, and the approved sources behind them.
Key deliverables
When the agent should stop and hand a conversation to a person.
Key deliverables
How your team checks the agent’s output and refines it over time.
Key deliverables
Sixty One Steps works across AI automation, custom software, and business-system integration. We start with your processes and existing tools, then define the data, rules, integrations, and human decisions an implementation requires.
No. The scope should define which questions are suitable for automation and when the agent should route a ticket to a person.
The workflow can be designed for human review, automatic handling within approved rules, or a combination of both.
Yes. See custom AI agent development for how we design, test and deploy agents.
You see a live demo before any payment.
Show us the tickets your team handles most often. We’ll help decide what an agent could handle, and where it should hand over.