A support agent that drafts first responses.
Heliograph's support queue was growing faster than the team. We built an agent that drafts the first reply from their own docs: tone-matched, cited, and always sent by a human.
The problem
Support was drowning in tickets that were 80% answerable from the existing help center, yet every reply still started from a blank box. The backlog grew, first-response time slipped, and hiring was the only lever anyone could see.
The goal was never to auto-close tickets. It was to delete the blank page: give every agent a strong, cited first draft they could send in seconds or rewrite when the case was genuinely new.
What I built
A retrieval agent that reads the incoming ticket, pulls the relevant passages from their own docs, and drafts a tone-matched reply with citations. The human edits or sends; nothing leaves without a person clicking send.
How it works
The outcome
“It didn't replace anyone. It just meant nobody starts a reply from nothing anymore, and the queue finally stopped growing.”