Customer Solutions Engineer
Kapa.ai
Overview
I help customers integrate their knowledge base into Kapa, ensuring effective deployment and support.
Responsibilities
- Engage with clients to understand their unique requirements and provide customised solutions
- Address deployment-related queries, keeping the customer experience positive throughout
- Developed skills in customer engagement, problem solving, and technical support within a startup environment
Support Automation
I built a custom support agent that works our customer support queue in Pylon. When a new ticket comes in, the agent reads the conversation, searches our docs and past tickets for an answer, and then decides how confident it is before doing anything.
That confidence check drives one of three actions. If the answer is well grounded in our documentation, the agent replies to the customer directly and the ticket gets resolved without a human touching it. If it has a likely answer but isn't fully sure, it drafts a reply as an internal note so someone on the team can review, edit, and send it in a few seconds. If the question is outside what it can answer, like a billing dispute, a bug report, or an account-specific issue, it escalates the ticket to the right person with a summary of what the customer needs and what it already checked.
The result is that simple questions get answered in minutes, the team spends its time on the tickets that actually need judgement, and nothing goes out to a customer that the agent was guessing at.
This support agent was built using LangGraph Deep Agents.
Blog Highlights
Tags
Customer Service, Solutions Engineering, Data Ingestion