Relay
AI customer-support agent
Relay is a dedicated support specialist on the client's existing helpdesk team. It reads the live ticket queue, pulls from the same knowledge base and account records human agents use, and drafts or sends grounded replies inside the tools the team already runs.
- Industry
- SaaS / services support desk
- Year
- 2025
- What we ran
- AI engineering, integration, delivery
Coverage across every time zone
Routine tickets closed on contact
Agents focus on the hard cases
The problem
Repetitive tickets buried the team, response times slipped, and answers drifted as agents copied stale macros. Customers waited overnight for replies that a knowledgeable colleague could have sent in seconds.
How we solved it
ASD AI deployed a support expert into the existing helpdesk rather than a generic bot. It connects to the ticketing platform, knowledge base and CRM, classifies each conversation, and answers from the client's own content with a human in the loop on anything sensitive.
What it does
Connects directly to the existing ticketing platform and inbox, no migration
Drafts and sends replies grounded in the client's knowledge base and account data
Triages, tags and routes conversations to the right human queue automatically
Escalates edge cases with full context so agents never start from scratch
Under the hood
- Helpdesk integration
- Retrieval & memory
- Triage & routing
- Evals
What would your expert team take on?
Tell us the work that eats your week. We'll show you which AI expert takes it off your plate — working inside your existing systems — and what it saves you.