An enterprise agent platform that automates support triage for a Fortune 500 SaaS company.
Client
Cortex AI
Year
2025
Duration
4 months
Stack
Python, LangGraph, AWS
Cortex AI's support triage was entirely manual, with human agents spending most of their time categorizing and routing tickets rather than resolving them. Early attempts at an LLM-based classifier were too unreliable for production use.
We built a multi-agent triage system using LangGraph, with a dedicated evaluation harness that scored classification accuracy against a hand-labeled dataset before every deployment. Agents route, summarize, and draft initial responses, with a confidence threshold that escalates ambiguous cases to humans.
“We've worked with five agencies. Synquor is the only one that felt like an extension of our own team from week one.”
Priya Nair
Founder & CEO, Cortex AI
Tell us about your project and we'll respond within one business day with next steps.