SupportGenius

_{Site  ·  Escalations  ·  llms.txt  ·  Backlog  ·  What it does not do}

When it can't, it routes the issue to the right people, where they already work.

An AI support agent that would answer from a company's own docs, tickets and files, by text or voice, and turn what it cannot answer into the thing each team works from: a GitHub issue with reproduction steps for engineering, a ticket for support, a lead for sales. One model would write the ticket and a second would check it, and the customer would hear back until it is closed.

This matters more than anything else on this page, so it is first.

Nothing beyond the site is built. Not a line of the product. There is no price, published or estimated, and no vendor named on the site has a partnership with this project.

Two labels are used everywhere, and they govern the tense of the sentence around them:

• SHIPPING: built, deployed, usable now. Present tense is allowed only here.
• PLANNED: named, not built. Conditional tense, and a chip wherever it appears on the site.

The design, drawn. Nothing in this diagram runs yet.

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flowchart LR
  C(["customer<br/>widget · SDK · phone · API · MCP"]):::req --> A

  subgraph E["THE ENGINE"]
    A["<b>agent</b><br/>retrieval · citations"]:::core
    D["drafting model<br/>title · steps · severity"]:::mod
    J["<b>judge model</b><br/>defect? repro? duplicate?<br/>severity? PII?"]:::port
    A -- "not sure" --> D --> J
  end

  A -- "sure: answer with its source" --> C
  J -- "unsure: one more question" --> C
  J -. "duplicate: link, file nothing" .-> DUP["existing issue"]:::ghost
  J == "file" ==> R["router"]:::core
  R --> ENG["engineering<br/>GitHub · Jira · Linear"]:::vendor
  R --> SUP["support<br/>Zendesk · Intercom"]:::vendor
  R --> SAL["sales<br/>Salesforce · HubSpot"]:::vendor
  R --> H["a person<br/>mobile app · API"]:::vendor
  ENG & SUP & SAL & H -.-> L["lifecycle updates<br/>on each status change"]:::mod
  L -. "until it is closed" .-> C

  classDef req fill:#0D1015,stroke:#5B9DFF,stroke-width:1.5px,color:#E7EAEF
  classDef core fill:#0F1216,stroke:#5B9DFF,stroke-width:1.5px,color:#E7EAEF
  classDef mod fill:#0D1015,stroke:#3A3F47,color:#E7EAEF
  classDef port fill:#0F1216,stroke:#E7EAEF,stroke-width:1.5px,color:#E7EAEF
  classDef vendor fill:#0D1015,stroke:#3A3F47,color:#AEB6C3
  classDef ghost fill:transparent,stroke:#55595F,stroke-dasharray:4 3,color:#9AA3B2

1. Answer only when sure, and show where it came from. Every reply would cite the doc, ticket or file behind it. Below a confidence threshold the agent would ask a question or hand off, not guess.

2. Nothing is filed on one model's say-so. A drafting model would turn the conversation into a structured ticket. An independent judge would decide whether it is a real defect, reproducible, a duplicate, correctly graded, and free of customer data, before anything reaches a team's tools.

3. Escalations land where each team already works. Bugs in GitHub, Jira or Linear with reproduction steps. Support cases in Zendesk. Leads in Salesforce. No new inbox for anyone.

4. The customer hears back. The ticket would stay linked to the conversation, and status changes in those tools would become plain-language updates to the customer until the issue is closed.

5. A person can step in, and the correction stays. Someone on call could watch, approve, take over and hand back from their phone, and their answer would be kept as a reviewed source for the next customer who asks.

Stated here rather than buried, because trust is the whole point.

• Anything, yet. There is no agent, no widget, no SDK, no phone line, no API and no MCP server.
• No integrations. Every vendor above is a planned destination. None is a partner, and none has been asked.
• No waitlist yet. It opens when its Worker exists (#2). Until then, write to hello@supportgeni.us.
• No prices. Not published, not estimated.
• No real conversations on the site. Its illustration, its judge scores and its SLA table are sample data, and each is labelled as such.

The roadmap is the issue tracker. There is no private version of it. The backlog is written for a Colonizer colony, or anyone, to take one issue at a time; start at #13.

supportgeni.us  ·  hello@supportgeni.us  ·  a Factory Zero venture

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