A small tech firm gave the AI 41 scoped tools and it now handles first line support tickets
The owner of a small technology company called ALAPKO runs AI as the reasoning layer for an internal support worker they call Mabel, with 41 purpose built tools tied into their systems. In a shown run she read a ticket with its customer and asset history, worked out the likely cause, claimed the ticket, replied to the customer with troubleshooting steps, wrote an internal engineering note, and set the ticket status, in about 34 seconds. Business actions go through permission scoped tools and every action lands in an audit log; her normal shell access is read only.
How it works
- Read the ticket, customer, asset and past context
- Reason out the likely cause
- Claim the ticket
- Reply to the customer with troubleshooting steps
- Write an internal engineering note with diagnosis and next steps
- Move the ticket to the right status
- Log every action
Why it’s worth knowing
The interesting part is not answering tickets. It is that she accumulates company context, past tickets, fixes and assets, so an engineer never starts a handed over ticket from zero.
Where it’s from
Summarized from a public post on reddit.com. See the original ↗