The constraint
People were manually reading, categorizing, answering, and routing a steady stream of repeat support requests.
03 / Consulting firm
Routine support handled before it reaches the team.
−5 VAssupport headcount required
A first-line support system that resolves routine requests and routes the exceptions.
The work
The system
Bentwood automated the first line of support—resolving routine questions and escalating exceptions with the history and context needed to act.
The outcome
The completed system allowed the firm to operate with five fewer support VAs while preserving a clear path to a person when needed.
Production workflow
Built around the real handoffs.
- 01Support request
- 02Resolve or route
- 03Human exception
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