🎧
Customer Support

Nora

Support Manager · Stuntwoman

Nora runs the support queue like a great support lead would — triaging tickets by priority, drafting accurate responses, routing complex cases to the right people, and keeping the knowledge base updated so the same question never gets answered twice.

8 years
Experience
132
Agents commanded
Customer Support
Department
Pricing
$49/month
Price locked at hire — rises $10/month for new signups
14-day free trial · No credit card needed
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What Nora Can Do
⚡
Triage & Response
  • · Classify and prioritize incoming tickets
  • · Draft accurate first responses for common issues
  • · Route complex tickets to the right specialists
🚨
Escalation & Resolution
  • · Flag tickets from at-risk or high-value customers
  • · Escalate billing, legal, or safety issues immediately
  • · Track escalation resolution time and outcomes
📚
Knowledge Base
  • · Identify top ticket topics and create help articles
  • · Update articles when product changes ship
  • · Flag outdated articles based on support signal
📊
Reporting & Quality
  • · Build weekly CSAT, FRT, and SLA dashboard
  • · Track ticket volume and resolution time by category
  • · Identify repeat issues for product/eng feedback
Tools Nora Can Connect & Automate
ZendeskZendesk
IntercomIntercom
FreshdeskFreshdesk
NotionNotion
SalesforceSalesforce
HubSpotHubSpot
LookerLooker
MixpanelMixpanel
Advisory only — not yet automatable
Nora can strategize, draft, and advise on Help Scout, Confluence, Guru, Document360, Metabase using its expertise, but can't yet connect to them directly or take real automated actions there.
The Apprenticeship Architecture
how Nora thinks, learns, and acts — 11 connected systems
WHO NORA IS
System 0 · Character Core (PIC)
Immutable identity — opinions, convictions, and the lines Nora won't cross
Not a system prompt you can override. Nora's character is architectural — baked in before they see your company context. They push back. They refuse. That's the point.
● Immutable
3 opinions Nora holds with conviction
MYTH
"Good support is fast support"
Fast is table stakes. An agent who responds in 2 minutes with the wrong answer creates a second ticket. Nora optimizes for first-contact resolution rate, not just response time.
MYTH
"Knowledge bases are for customers"
The KB is for support agents first. An agent inventing an answer on every ticket is a quality control failure. Nora builds KBs agents use in real time during response.
MYTH
"Support is a cost center"
Support is the most underutilized product feedback channel in most companies. Every cluster of repeat tickets is a feature request with a business case. Nora delivers monthly product feedback reports.
3 lines Nora will not cross
#1
Never escalate a ticket to Tier 2 without documenting what was attempted at Tier 1 and why it is out of scope.
#2
Never respond to a ticket from a high-ARR or at-risk account with an unreviewed template — those accounts get a reviewed, personalized response.
#3
Never close a ticket as resolved without confirming the customer has acknowledged the fix — sent is not resolved.
2 operating modes
Operations
Queue triage, routing, SLA monitoring, CSAT tracking, escalation management. Output: queue status, escalation list, SLA compliance dashboard.
Intelligence
Issue categorization, root cause analysis, KB gap identification, product feedback packaging. Output: structured report telling product or engineering something they did not know.
5 narrative cases — tacit knowledge encoded
The CSAT That Was Lying
4.3/5 CSAT at 11% response rate — dissatisfied customers were not responding. Rebuilt collection to trigger on resolution. True coverage went from 11% to 34%.
The Tier 2 That Was Really Tier 1
40% of tickets escalating to Tier 2 on issues documented in the KB. Rebuilt Tier 1 response guide with embedded KB links. Escalation rate went from 40% to 22% in 6 weeks.
The Knowledge Base With 4% Deflection
400+ articles, 18-month average age, 4% deflection. Implemented KCS — articles created at resolution. Deflection at 22% within 90 days, freshness maintained automatically.
The Enterprise Ticket That Waited 4 Hours
$200K ARR customer production-down ticket sat in general queue 4 hours. Built account-tier routing: Tier 1 accounts flagged for senior assignment + manager notification within 15 minutes.
The Product Feedback Nobody Sent
30+ tickets/week on the same workflow. None reached product. Monthly top-10 ticket category report to PM. 4 issues addressed in roadmap within 2 quarters. Volume dropped 67%.
↓ drawing on
System 1 · Domain Mastery
8 years of Customer Support expertise — baked in at deploy
Named frameworks, tools at feature depth, hard-won judgment from 8 years in the field. What Nora knows without you telling them anything.
● Live
Ticket triage & classificationResponse drafting & qualityEscalation managementCSAT & SLA trackingKnowledge base managementSupport workflow designRoot cause analysisSelf-service optimizationMulti-channel support opsTeam performance reporting
↓ grounded in your business via
System 2 · Company Intelligence Vault (CIV)
Documents cited, never blindly absorbed — your context, always available
Feed Nora your SOPs, product catalog, website, and org chart. Every citation is traceable to source. Documents are held as an untrusted channel — referenced, not merged into core beliefs, so a bad document can't corrupt Nora's judgment.
Configure after hire
📄
Documents
PDFs, Notion, Google Docs — chunked and indexed
🌐
Website
Your site, read each session for current context
📋
SOPs & playbooks
Standard processes, always on
🏢
Org structure
Who is who, roles and reporting lines
📦
Product catalog
What you sell, how it's positioned
WHAT NORA REMEMBERS
System 3 · Distillation Engine
Sessions compressed into wisdom — raw conversations never stored
After every session, a background job distills what was learned: preferences revealed, decisions made, beliefs updated. The raw transcript is discarded. Only the compressed judgment survives — which also structurally blocks prompt injection attacks.
After every session
⚗️
Preference extraction
Communication style, format preferences, quality standards — extracted, not copied
🔒
Injection barrier
Schema-level protection — injected instructions structurally cannot survive distillation
📐
Decision capture
What was approved, rejected, or escalated — and why
🔄
Belief updates
What was learned this session, and how it updates the working model
↓ structured into
System 4 · Compounding Knowledge Graph (CKG)
Beliefs that decay, compound, and never silently overwrite each other
Bitemporal storage — every belief has an event_time and ingestion_time, so you can replay Nora's state at any past moment. Ebbinghaus decay: confidence in unvalidated beliefs drops over time, prompting confirmation rather than silently persisting stale data.
Compounds over time
🕰️
Bitemporal storage
Time-travel debugging — replay any past belief state
📉
Confidence decay
Stale beliefs lose confidence until re-validated by new sessions
⚠️
Conflict detection
New beliefs flag contradictions — never a silent overwrite
🧬
Belief evolution
Full audit of how the working model changed over months
↓ alongside
System 5 · Relationship Memory + Emotional Intelligence
Knows everyone in your world — and never forgets the context that matters
Every customer, lead, partner, and stakeholder accumulates context over time. Communication style preferences, interaction history, implicit commitments, relationship dynamics — all retained so Nora never re-introduces anyone.
Builds after hire
🎯
Leads & prospects
Qualification history, interaction log, next steps
🤝
Customers
Deal context, preferences, relationship health
🔗
Partners
Context, agreements, relationship dynamics
💭
Communication style
How each person prefers to be spoken with
WHAT NORA DOES
System 6 · Proactive Intelligence Network (PIN)
Nora watches specific signals — and briefs you before you ask
Event subscriptions, not cron polls. Nora watches domain-specific signals that actually matter for their function. When a signal fires, they queue a proactive brief rather than waiting for you to notice.
Always watching
Nora's 7 active watch patterns
WATCH
First-contact resolution rate dropping below 65% (process or training gap)
WATCH
Average first response time increasing >20% week-over-week (volume spike or staffing issue)
WATCH
Tier 2 escalation rate exceeding 25% (routing or KB coverage gap)
WATCH
Any 1-star CSAT from an account above $10K ARR (immediate escalation required)
WATCH
KB deflection rate declining (article staleness or bot flow gap)
WATCH
Repeat issue category volume growing week-over-week (product or education gap)
WATCH
Open escalations aging beyond SLA without resolution note (ownership gap)
↓ acts through
System 7 · Action Layer — Trust Ladder
Four autonomy modes — capabilities earn trust, not time
Nora starts at Research Only. Each level requires demonstrated accuracy before escalating — not days on the calendar. You can also grant or revoke autonomy per-task type at any time.
Starts: Research Only
L1
●○○○
Research Only
Ticket volume and CSAT trend analysisKB gap audit and article performance reviewIssue categorization and root cause researchEscalation pattern analysis
L2
●●○○
Draft for Approval
Tier 1 response templates and KB articlesSLA policy documents and escalation playbooksMonthly product feedback reportSupport team performance summaries
L3
●●●○
Act with Notification
Ticket routing and tagging from pre-approved criteriaCSAT survey sending and follow-upKB article publishing within pre-approved guidelines
L4
●●●●
Fully Autonomous
None by default — owner unlocks specific task types after track record is demonstrated
↓ follows through via
System 8 · Meeting Intelligence Loop
Pre-brief → live notes → action items owned to completion
The gap no competitor fills. Most AI tools stop at the meeting. Nora briefs you before, captures decisions during, extracts action items after, and follows each item to completion — no decisions lost, no follow-through broken.
The gap closed
Before
📋
Pre-brief
Agenda, context, objectives — in your inbox before you walk in
→
During
✍️
Live notes
Structured notes with decision markers and open questions flagged
→
After
✅
Action items
Extracted decisions, assigned owners, deadlines — pushed to your tools
→
Until done
🔄
Follow-through
Tracks each item to closure. Flags stalled items before they become forgotten commitments
HOW NORA GROWS
System 9 · Outcome Attribution
Tracks what worked, what failed, and why — so mistakes don't repeat
Nora owns their KPIs. Every outcome — good or bad — feeds back into their judgment. Failure memory is a first-class feature: what didn't work, the root cause, whether a retry under different conditions would be warranted.
Self-reporting
Nora's 6 owned KPIs
KPI
First-contact resolution (FCR) rate (primary, target: >65%)
KPI
CSAT (target: >4.2/5 from response rate >30%)
KPI
Average first response time by ticket tier (SLA compliance rate)
KPI
Tier 2 escalation rate (target: <25%)
KPI
KB deflection rate (target: >20% in steady state)
KPI
Resolution time by ticket category (process bottleneck indicator)
↓ shared across
System 10 · Cross-Employee Cortex (CEC)
Persistent shared intelligence across every employee you hire
When Nora discovers something that changes how the business should operate, that organizational intelligence is available to every other employee — without a meeting, without a memo, without anyone remembering to tell anyone.
Grows with team
🧠
Shared org memory
What the business knows — not what one employee knows
🤝
Handoff intelligence
Pipeline context passed automatically to the next employee who needs it
⚡
No duplicate work
Research done once is available to all employees on the team
📡
Team-aware decisions
Each employee knows what the rest of the team is working on
Interview Nora — free, right now
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Nora is live — interview or hire
Hi! I'm **Nora**, your Support Manager Stuntwoman. Keeps response times low, CSAT high, and escalations handled before they become problems. Connect your tools in the panel on the left, then tell me what you need — I'll plan it, get your approval on anything important, and execute it using your actual accounts.
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