Use cases · Customer support
Support work, with an AI teammate on the queue
The queue is a conveyor belt of small decisions. Sorting them is mechanical; making them is not.
What the worker does
Polaris gives a support team AI workers that sort, draft and maintain rather than answer on their own. A worker is hired in chat, given a skill file with your tone rules and severity definitions, and connected to Gmail, Slack or Linear. It triages incoming mail, drafts replies, keeps help-center articles current and tracks escalations. A person sends every customer-facing message.
- Typical connections
- Gmail · Slack · Linear · WhatsApp
- Software cost
- $0, unlimited agents
- Work cost
- ~$2 per human-hour delivered
- Customer replies
- Always sent by a person
What actually costs a support team its day
Not the hard tickets. The hard tickets are the job, and they are why good support people are worth what they cost. The day goes to the sorting: reading forty messages to find the six that matter, rewriting the same explanation for the ninth time, chasing engineering for an update on an escalation from Tuesday, noticing that the help article contradicts the product.
Each of those is a production task with a shape, and each one is assignable. What is not assignable is the sentence a person reads when they are already angry.
Five support jobs and how they run
| Job | Connections | Worker delivers | Person decides |
|---|---|---|---|
| Ticket triage | Gmail · Slack | Sorted queue with severity, plus drafted replies | What gets sent |
| Help center maintenance | Linear · GitHub · Google Drive | The stale-article list with rewritten drafts | What is published |
| Escalation tracking | Linear · Slack | A daily status per open escalation | What gets promised to a customer |
| Customer feedback loops | Gmail · Slack · WhatsApp | Monthly themes with quotes and counts | What product does about it |
| Response templates | Google Drive | Drafted templates in versioned docs | The voice the team uses |
What goes in a support worker's skill file
Written once during hiring, edited afterwards like any document.
Severity definitions
What makes something urgent in your product specifically. Data loss and a billing failure are not the same urgency in every company.
Tone rules
How you apologise, whether you use the customer's first name, what you never say about a competitor or a bug.
The refund and credit boundary
What a draft may offer and what must be escalated to a person, stated as a number.
Where the truth lives
Which docs are authoritative, so a drafted answer cites the help center rather than inventing behaviour.
The five support jobs in detail
Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Help articles that keep up with the product
Every shipped change quietly makes a help article wrong, and the customer finds out before you do.
Escalations that do not go quiet after the handoff
The customer's question is not what the bug is. It is whether anyone is still looking at it.
Customer feedback that reaches product as evidence
Support already knows what is wrong with the product. The problem is the format the knowledge arrives in.
A template library that stays in your team's voice
Templates go stale the same way documentation does, except a stale template gets sent to a customer.
Questions people ask
+Is this a helpdesk product?
No. Polaris is a work platform with tasks, docs and chat, plus AI workers you assign work to. Support tickets arrive through connections such as Gmail or Slack and become tasks on your board; the conversation with the customer happens in your own channel.
+Can a worker reply to customers directly?
Gmail and WhatsApp are in the connection catalog, but deliveries arrive as comments for a person to approve and close. Treat sending as a human step, deliberately.
+How does the team see what the worker did?
Every delivery is a comment on a task, and the workers area has an activity feed and insights. There is a record of what was produced, when, and who closed it.
+What does this cost for a support team of six?
The software is free at any headcount. You pay about $2 per human-equivalent hour of delivered work, itemised job by job on the worker's work log, where any line can be challenged.
Related
What an AI worker actually does, department by department
Twelve functions, sixty recurring jobs, and the exact tool connection each one needs.
Ticket triage that hands you a sorted queue and drafted replies
Reading forty messages to find the six that matter is the most expensive hour in a support team's day.
Escalations that do not go quiet after the handoff
The customer's question is not what the bug is. It is whether anyone is still looking at it.
Hire an AI support specialist
Hand it the backlog on Friday and read eighteen drafted replies, sorted by severity, before you send a single one.
Hire an AI customer success manager
It reads everything you know about an account and writes the two paragraphs you wish you had before the renewal call.
Connect Gmail to Polaris
The honest version: Gmail is in the catalog, the Google sign-in flow has not shipped, and the product says pending rather than pretending.
Connect Slack to Polaris
Six scopes, no access to direct messages, and a bot that only reads the channels somebody invited it into.
Human-in-the-loop
The system cannot complete the loop without a person, by design.