Agent Team
Service & retention, elevated
Four agents that triage tickets, surface knowledge, predict escalations, and analyse satisfaction — giving your support team superpowers without changing their workflow.
Meet your support agents
Each agent handles a critical support function and shares context with the rest of the team continuously.
Ticket Triage Agent
Classifies incoming tickets by urgency, topic, and customer tier in real time. Routes issues to the right queue, suggests priority overrides for VIP accounts, and auto-tags for downstream reporting.
Knowledge Surfacing Agent
Searches your knowledge base, past tickets, release notes, and internal docs to surface the most relevant resolution path. Agents get an answer sidebar before they even open the ticket.
Escalation Prediction Agent
Analyses customer tone, ticket age, repeat-contact patterns, and account value to predict which conversations will escalate. Flags them early so managers can intervene before frustration compounds.
Satisfaction Analysis Agent
Goes beyond CSAT surveys by analysing sentiment across every touchpoint — tickets, chat transcripts, social mentions, and NPS comments. Identifies systemic issues driving dissatisfaction.
How it works
From ticket ingestion to proactive retention.
Connect your support channels
Help desk, live chat, email, community forums, social — Loam ingests every customer interaction and maps it to a unified customer timeline.
Agents collaborate in real time
Triage feeds Knowledge Surfacing with ticket context; Escalation Prediction shares risk signals with Satisfaction Analysis. The team learns together.
Your team acts with full context
Support agents see suggested responses, escalation warnings, and satisfaction trends right inside their existing tools. No tab-switching required.
What teams gain
First-response time reduced by 45%
Escalation rate down 30% through early intervention
Knowledge base coverage gaps identified automatically
CSAT improvements tied to specific process changes
Repeat contacts flagged and root-caused in real time
Full context for every agent on every ticket
Support that retains, not just resolves.
Deploy the Customer Support Agent Team and transform reactive ticket-handling into proactive customer success.