Problem
Fathom's support team was drowning in tier-1 tickets that followed the same handful of resolution paths every time, but existing chatbot tooling could only answer FAQs — it couldn't actually look up an account or take action on a customer's behalf.
Strategy
We treated this as an orchestration problem, not a chatbot problem: the agent needed governed access to real tools and real data, with an escalation path that activated the moment confidence dropped, not after a customer complained.
An orchestrator routes each ticket through a tool router with access to account and product data via a vector store, calling out to an LLM gateway for reasoning, and escalating to a human queue whenever the agent's confidence falls below a defined threshold.
Solution
The agent now looks up real account state, takes governed actions through the same internal tools support staff use, and hands off to a human the moment it's uncertain — with every decision logged for review.
Impact
Tier-1 tickets are now resolved without a human touch at a meaningful rate, response times dropped sharply, and customer satisfaction scores rose as resolutions got faster without getting worse.
Ticket deflection
Response time
CSAT