Customer Service AI
TWSS CS Agent
AI case-resolution copilot for any CRM or inbox.
Reads every incoming case, retrieves the right answer from your knowledge base, and drafts a recommended response — surfaced inside your agent's existing workflow with full audit trail.
Outcomes
- 60% faster average case response time
- 40% lower cost per case resolved
- 3x higher knowledge reuse across tickets
- 100% cases logged with audit trail and citations
Key capabilities
- Intent classification and entity extraction
- Semantic retrieval + MCP knowledge providers
- LLM response generation with source citations
- Confidence scoring + auto-escalation guardrails
How it works
- 1
Webhook receives a new case from your CRM or inbox
- 2
Agent embeds, classifies intent, extracts entities
- 3
Knowledge retrieval across MCP providers + vector search
- 4
LLM drafts response, scores confidence, posts to record
Integrations used in this accelerator
CRM
Salesforce
CRM
HubSpot
CRM
Microsoft Dynamics 365
Helpdesk / ITSM
Zendesk
Helpdesk / ITSM
ServiceNow
Helpdesk / ITSM
Freshdesk
Email & Messaging
Gmail / Google Workspace
Email & Messaging
Outlook / Microsoft Graph
AI Models
OpenAI
AI Models
Anthropic (Claude)
Data Platforms
PostgreSQL + pgvector
Workflow & Automation
MCP (Model Context Protocol)
Tech stack
- Python 3.12 + FastAPI
- Next.js 15 + Tailwind
- Postgres + pgvector
- MCP server framework
- Multi-LLM (OpenAI, Anthropic, Ollama)
- Salesforce LWC components
Ideal for
CS / support orgs handling 1k+ tickets/month — especially in regulated industries (safety, retail, finserv, healthcare).
Case study
Case study
AI case-resolution copilot for a retail safety solutions company
How Thoughtwave built an AI case-resolution copilot for a retail safety company — 60% faster response, 40% lower cost per case, full audit trail.
Read the case study
Start a 6-week pilot on TWSS CS Agent.
Every accelerator ships with a scoped pilot. Bring the use case; we bring the platform, the agent, and the guardrails.