- The work
- Support triage, investigation, escalation, incident response, issue reproduction, and resolution evidence.
- Agentic build
- Context gathering, specialist agents, secure execution, deterministic safety checks, approvals, incident memory, and evals.
- Human authority
- People own empathy, unusual cases, production authority, risk, customer communication, and final decisions.
- Value measures
- Resolution time, backlog, repeat incidents, reopen rate, interrupted hours, and learning captured.
- What it learns from
- Successful resolutions, escalations, reopened cases, incident causes, customer outcomes, and human corrections.
- How it improves
- Resolved work becomes incident memory, eval cases, specialist skills, and safer support and engineering workflows.