I built an app to handle L1 - L2 support with custom AI agents and it's working quite well.
Here's what the agent does now:
Logs in to our livechat (crisp.im) and responds to incoming chats as an operator with <10s response time. It backs off if a human is already replying to that chat.
Handles hosting issues by asking followup questions to customers, restarting services, clearing cache, resetting config, reviewing logs, WordPress password resets and more.
If the issue is not resolved after different troubleshooting attempts, agent sends us a message on slack. When a team member replies to that message, agent proceeds based on that.
For sensitive operations like billing, site migrations, it escalates the chat to team and sends a message in slack todolist channel.
