Customer-support agent
An AI agent that answers, triages, and escalates support requests against your own knowledge base, with a human kept firmly in the loop.
Support volume grows faster than headcount. The same questions get answered over and over, response times slip, and your best people spend the day on tickets a well-briefed assistant could handle. Generic chatbots make it worse: they guess, they hallucinate, and they erode trust.
We build an agent grounded strictly in your own knowledge base, so every answer is traceable to a source. It triages by intent and urgency, drafts replies for review or sends them directly where you allow it, and escalates cleanly to a human the moment confidence drops. You decide how much autonomy it gets, and you can dial it up as trust builds.
- 01Retrieval over your docs, past tickets, and policies, so answers stay grounded
- 02Intent and urgency triage with explicit escalation rules
- 03Helpdesk integration with Zendesk, Intercom, Freshdesk, or similar
- 04An evaluation harness to measure answer quality before and after rollout
- +A meaningful share of tickets is repetitive and answerable from existing material
- +You have somewhere the agent can draw answers from, even if it is messy
- +You want a human in the loop, not a black box
Common questions about AI projects
What does an AI use case like this cost?
Most AI projects at Product Studio at CODE start around 10,000 euros. The final price depends on three factors: how many systems the solution needs to integrate with, how clean and accessible your data is, and how much autonomy the AI component gets. A document extraction pipeline with one export target sits at the lower end; an AI feature engineered into a live product with evaluation and guardrails sits higher. Timelines run from 3 weeks for a focused process automation to 10 weeks for a production product feature. Every project ships with monitoring, documentation, and a handover, so your team owns the result instead of renting a black box. Pricing is fixed after a scoping call: you describe the process, we map the effort, and you get a written quote before any work starts.
How long does it take to reach production?
Three to ten weeks, depending on the use case. Process automation, lead enrichment, and document extraction typically take 3 to 6 weeks, customer support agents and knowledge copilots 4 to 8 weeks, and AI features in a live product 5 to 10 weeks. Done means production-ready with monitoring and documentation, not a demo.
Who builds these AI systems?
Product Studio at CODE, the official working agency of CODE University of Applied Sciences in Berlin. Senior designers and engineers from the CODE network scope, build, and hand over each system. For autonomous, multi-step AI systems, our agentic builds service covers agent architecture, tool use, and guardrails end to end.