Signal Desk
Built for Lumo Software
An assisted support inbox that drafts first replies and routes tickets, so a five-person support team can keep up with a growing customer base.
Overview
Lumo Software has grown its customer base fourfold in two years while its support team has stayed at five people. Signal Desk is an assisted support inbox that suggests a first reply for every ticket and routes complex cases to the right specialist.
What we are exploring
- Which ticket types can safely receive a suggested reply.
- How agents review, edit and approve every suggestion before it is sent.
- Routing rules based on product area, urgency and customer plan.
Where things stand
The team has reviewed a sample of 6,000 past tickets and is running an opportunity mapping workshop with the support team to decide what the first prototype should cover.
Milestones
Ticket data review
DoneDue
Analysis of 6,000 past tickets to find patterns and repeat questions.
Opportunity mapping workshop
In progressDue
Deciding with the support team what the first prototype should cover.
Reply drafting prototype
UpcomingDue
A working prototype that drafts replies for the most common ticket types.
Pilot with the support team
UpcomingDue
Four weeks of real use with every suggestion reviewed by an agent.
The team
All membersMiguel Duarte
Client Partnerships Lead
TeamTomás Ferreira
Mentor, Data and AI
LeadMentorKenji Watanabe
Mobile Engineer
GraduateRafael Costa
Engineering Student
Student