Atlas

The problem

A growing support team was drowning in repetitive tickets. Response times slipped and quality varied wildly between agents.

The solution

A copilot that reads the ticket, retrieves grounded context from the knowledge base, and drafts a cited reply the agent can send or edit in one click.

How it came together

1. 1

   Mapped the top 50 ticket types and their ideal resolutions.

2. 2

   Built a hybrid retrieval layer over the existing help center.

3. 3

   Designed a review-first UI so agents stay in control.

4. 4

   Shipped an eval harness to guard answer quality on every change.

Outcome

• First-response time cut by 61%.
• Agent satisfaction scores up 18 points.
• Every reply grounded in a cited source.