Autonomous Customer Support Agents
Agents that triage, route, research, and resolve — escalating only when they need a human. A Singapore-based fintech team cut first-response time by 60% using Diaflow support agents.
How it works
The Diaflow support agent handles the full ticket lifecycle without human involvement until escalation is genuinely needed.
Customer story
A Singapore-based fintech payments platform was spending 3-4 engineer-hours per week manually triaging and responding to developer support tickets. They deployed a Diaflow support agent integrated with their knowledge base, ticket system, and API documentation.
Within two weeks of deployment, first-response time dropped from an average of 4.2 hours to under 20 minutes. The agent resolves 73% of tickets without human involvement, escalating only when a ticket requires code changes or account-level access.
"The accuracy surprised us. The agent doesn't just keyword-match — it actually reads the question and finds the right KB article. We've had zero complaints about bad auto-responses."
Lead Support Engineer, fintech payments platform, Singapore
Key features used
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