Harbor

A day in the life. Your workflow will look different — this is one realistic shape.

1. 01

   Continuous
   Tier-1 resolution

   Answers routine tickets in under 30 seconds using your docs. Cites the source article in the reply.

2. 02

   Continuous
   Intent classification

   Tags every incoming ticket by topic, urgency, and sentiment. Routes to the right queue automatically.

3. 03

   10:00 AM
   Escalation summaries

   For tickets going to a human, drafts a summary with customer history, what was tried, and a recommended next step.

4. 04

   1:00 PM
   Knowledge base updates

   Spots recurring questions with no doc coverage. Drafts new articles and flags outdated ones for review.

5. 05

   3:00 PM
   Macro maintenance

   Refines saved reply templates based on what's actually being sent and what customers respond well to.

6. 06

   5:00 PM
   Daily CSAT + deflection

   Reports resolved volume, deflection rate, CSAT, and top emerging issues so you can act tomorrow.