Culture Amp put its support inbox in front of an agent first

Where they started

Culture Amp came to Lyrion through Intercom with a familiar shape of problem. Volume was not the issue on its own. The issue was that every morning started with triage, and triage is the part of the job nobody was hired to do.

How it was rolled out

They started narrow. One queue, approvals left on, nothing sent without a person seeing it first. For the first week the team read every draft the agent produced. By the second week they were reading the exceptions.

Where it sits now

Overnight threads are read, grouped and drafted before the team logs in. Anything touching an account plan is held for a person with the history attached, and every reply the agent sends is logged against the ticket and the account.