Customer support agents
Handle routine enquiries, check customer records, provide grounded answers and complete approved actions before escalating complex cases.
Build AI agents that do real work — not just answer questions. FITSOL designs and develops custom AI agents that understand requests, access your business systems, take approved actions and escalate to humans when needed.
45 minutes with an engineer, not a salesperson. We define the job the agent would do, the tools it needs, and what could go wrong.
As an AI agent development company, FITSOL helps UK businesses move beyond basic chatbots. We build custom agents that connect to the systems you already use and complete defined tasks with clear permissions, measurable outcomes and human oversight.
Handle routine enquiries, check customer records, provide grounded answers and complete approved actions before escalating complex cases.
Qualify inbound leads, enrich customer information, book meetings and follow up consistently without adding more manual work for your sales team.
Give teams a secure AI assistant that can work with your policies, documents, systems and workflows while keeping sensitive actions under control.
Monitor queues, process routine tasks, update business systems and escalate exceptions with the right context for your team.
We have picked up enough stalled builds to know exactly where they come apart. Here is what we design against from the first day.
It answered beautifully on ten curated questions and fell apart on the eleventh, because nobody built an evaluation set from real conversations.
It can describe what a customer should do, but it cannot check the order, issue the refund or update the record — so a human still does all the work.
There is no confidence signal, no escalation rule and no log, so the team quietly stops relying on it and goes back to the queue.
Token spend rises faster than deflected tickets, because the architecture retrieves everything, every time, from the largest model available.
Measured on your own historic conversations during the pilot, against a success bar we agree before we build — not claimed in advance.
Routine contacts closed end to end without a human, at any hour, including the ones that arrive at 2am on a Sunday.
Every enquiry acknowledged, understood and either answered or triaged before a competitor has opened their inbox.
Every tool call permissioned, recorded and reversible. Nothing happens in your systems that you cannot trace.
Your conversations stay in your tenancy on enterprise endpoints with retention disabled.
Move the sliders to match your own volumes. Indicative only — we measure the real resolution rate against your historic conversations during the pilot.
Based on handling time saved at a loaded hourly cost. Excludes the revenue effect of faster response, which is usually the larger number.
Each one scoped to a specific job, with a measurable definition of done agreed before a line of code is written.
Resolve tier-one queries end to end — order status, returns, billing, account changes — with live system access and a clean hand-off to your team when needed.
Qualify inbound enquiries in seconds, enrich them, book meetings straight into calendars and chase the follow-ups your reps never get to.
A colleague that knows your policies, contracts, product data and past tickets, answers with citations, and drafts the reply in your tone of voice.
Monitor queues, exceptions and alerts, take the routine corrective action, and raise a properly written ticket when they cannot.
Specialist agents with a supervising orchestrator, for work that genuinely needs planning, delegation and review — used only where a single agent would not do.
Prompt-injection defence, scope limits, PII redaction, action allow-lists and a regression suite that runs before every release.
Every engagement is designed as a system, not a feature. This is the shape of it — reviewed and agreed with you before a line of code is written.
Every engagement follows the same five stages, so you always know where you are, what comes next and what you are paying for. No mystery, no drift.
We read your real transcripts, agree the one job the agent will do, and find where it must never act alone.
Week 1Success bar, tool allow-list, escalation rules and an evaluation set built from your own conversations.
Week 1–2Retrieval, prompts, guardrails and the hand-off experience your team will actually receive.
Week 2Built, benchmarked across candidate models, shadow-run against live traffic, then released behind a gate.
Weeks 2–5Scored continuously, tuned on failures, cost per conversation driven down as volume grows.
Week 6 onwardWe benchmark rather than default. Model choice is decided on your own evaluation set — accuracy, latency and cost — and the architecture lets you swap later without a rebuild.
The hard part of an agent is not making it talk. It is deciding what it may do, proving it does that reliably, and keeping the cost sane as volume grows. Six reasons teams pick us for that:
FITSOL is the trading name of Future IT Consultancy Limited, registered in England & Wales (No. 07644491), headquartered in Manchester and delivering across the UK and United States.
Describe the work you want the agent to handle. We will tell you whether an AI agent is the right solution, what it would take to build, and where it needs human oversight. Get 45 minutes with the people who would actually build it.
Tell us what you want your AI agent to do. We will bring the right engineer to the call and help you define the best first use case.