How It Works
Triage Agent – Analyzes incoming tickets from Zendesk, Intercom, or Gmail.
Context Agent – Pulls relevant history from past conversations and knowledge base.
Response Agent – Delivers accurate, on-brand replies for common questions.
Escalation Agent – Creates detailed handoff summaries for human agents.
Learning Agent – Improves over time from human feedback.
Key Benefits
Resolve most tickets in minutes instead of hours
Reduce support team workload by up to 80%
Improve customer satisfaction with faster, consistent replies
Maintain quality with smart human escalation paths
Full Case Study How Vertex AI Achieved 80% Automation on Support Tickets
As Vertex AI scaled, support ticket volume grew faster than their team could handle, leading to slow responses and rising costs.
Before Relayer:
Repetitive questions consuming 70% of support time
Agents constantly searching across multiple tools for context
Inconsistent reply quality and long resolution times
With Relay: An intelligent support crew now handles triage, research, and first replies autonomously.
Results:
80% of tickets resolved without human involvement
First response time: 4 hours → 12 minutes
CSAT score improved from 82% to 94%
Same support team now handles 3× the volume
“The approval workflows give us confidence. Our support agents resolve 80% of tickets automatically and only escalate what truly needs human attention.” — Priya Sharma, Customer Success Lead, Vertex AI
Technical Highlights
Deep integrations with Zendesk, Intercom, Slack, and Notion
Knowledge base auto-sync and learning
Sentiment analysis and urgency detection
Full conversation history and context sharing
