Diagnose product problems and hand specialists a complete case.

The first questions asked at any hour, and a complete case for the specialist, so nobody asks the customer twice.

Start with a support review How it works

Case 418To: quality lead

Pocket seam opened after two washes.

Product: Canvas field jacket · Olive M · O-8118
Washed: Twice on cold, as the label says
Evidence: 2 photos of the left pocket seam
Checks done: Care steps, seam location, order date
Proposed: Replace, and flag the lot for review

The case your specialist receives: what was asked, what was checked and what’s proposed.

Sound familiar?

Specialists ask every customer for the same photos, order number and steps tried.
Customers write at night and wait until morning for the first question.
A fixable problem becomes a replacement because nobody could check the basics.

Specialist hours go to collecting information, and replacements go out for problems a check would have fixed, while real defects slip through.

What changes.

TodayWith the engine

First reply: A queue until morningThe first diagnostic question, at any hour
Handoff: A forwarded threadA complete case: product, evidence and checks done
Versions: Whichever model the agent remembersAsks which version first, and won’t borrow another’s steps
Decision: Replace to be safeFix, replace or escalate, on the evidence

How it works. 6 steps, 4 stages.

AI2
Rules and automation3
Your team1
Approval

1Describe
1. AI
  Collect what’s needed
  Order, photos and steps already tried, asked for once and in the customer’s words.
  - Gorgias
  - Zendesk
2Diagnose
1. Rules and automation
  Match the product version and approved checks
  Care steps and diagnostics come from the facts for that exact product.
2. AI
  Ask the next question
  Narrows the problem with the next check, and explains it plainly.
3Hand off
1. Rules and automation
  Assemble the case record
  Product, evidence, checks done and a proposed outcome, in one place.
2. Your teamApproval
  Decide the uncertain cases
  Specialists own warranty exceptions and anything the checks can’t settle.
4Resolve
1. Rules and automation
  Check it stayed fixed
  A repeat contact on the same problem reopens the case.

Cases that repeat become a fix or a new check

What you get. Real work, every week.

The pocket seam on my jacket opened after two washes.

That shouldn’t happen on cold washes. Did you wash it on cold, as the care label says, and could you send a photo of the seam? I’ll pass it to our quality team with your order attached.

Care steps from product facts, version 2 · handed to the quality lead

The first diagnostic questions, asked at any hour.

Specialist queueToday

Case	Problem	Next
418	Canvas jacket seam, Olive M	Quality lead today
417	Merino crew pilling	Care steps sent
416	Trail pant zipper	Photo requested

The specialist queue: each case with what it’s waiting on.

How you’ll know it’s working.

Handoffs that arrive complete
The specialist can act without going back to the customer.
Repeat failures on the same case
Whether the fix held.
Replacements a check would have avoided
Counted on reviewed cases, with specialist time included.

Baselines agreed before we build.

Works with what you have.

Support

Gorgias
Zendesk
Intercom

Commerce

Shopify

We configure first: Your helpdesk’s AI can already ask for photos and order numbers and hand off with a summary. We configure that, and write the checks it should run.
We build when: Diagnoses depend on product versions, or the specialists’ steps live in people’s heads.

What a first build includes.

Built in your accounts, around your team. Scope, fee and baseline agreed before we start.

1Design
2Build
3Run it, or hand it over

Start with a review Scope this build

We build

Diagnostic checks for your top product problems, written with your specialists
Version-aware product knowledge
A case record a specialist can act on without asking again
Test cases, including look-alike versions with different steps

We start from

Product specs, care guides and warranty terms
Past product-problem conversations and photos
Your replacement and warranty rules

From your team

Owner: CX lead, with the quality or product lead
Involves: Customer service
Product
Quality
Engineering

Questions teams ask.

Will it decide warranty claims?

No. It collects the evidence and runs the checks you’ve approved. Warranty exceptions and anything uncertain go to a specialist, with the case already assembled.

What about a look-alike older version?

We test it on purpose. If the shopper’s product could be the previous version, the system asks which one, or hands over, rather than borrowing the new version’s steps.

Which problems does it start with?

The few that fill your queue. We start where specialists repeat themselves most, and leave safety-sensitive advice with people.

Who owns it once it’s running?

You do. It’s built in your accounts, documented, with training for the people who run it. Ownership usually sits with your CX lead, with the quality or product lead. We can keep running it with you, or step back.

How do we start?

Usually with a support review: two to four weeks, a fixed fee credited to the build, and a plan that’s yours. If the job is already clear, we can scope the build directly.