Unit cost
€1.20 – €3.50 per tier-2 case handled
Methodology v1.0. Counted once per tier-2 case handled regardless of which capability handled it.
Handle tier-2 cases end-to-end — SLA protection, de-escalation, policy interpretation — with full context logged back to the ticket.
Scoped like a senior support hire, priced per tier-2 case handled, anchored to a fully-loaded EUR 65-85k benchmark.
Projection · methodology-grade
20-40% faster tier-2 resolution
Projected cycle-time reduction on tier-2 cases when SLA protection and sensitive-case handling run against the escalation queue.
90-96% policy-application consistency
Projected share of tier-2 actions rated policy-consistent on senior review once the policy pack is wired.
Response time
sub-minute on SLA-risk flagging
Accuracy target
90-96%
Escalation cap
under 2 hours on sensitive cases
Pricing
Range reflects case complexity, policy-library depth, and de-escalation requirements. Low end is SaaS with a mature policy library; high end is regulated or legal-sensitive sectors.
Unit cost
€1.20 – €3.50 per tier-2 case handled
Methodology v1.0. Counted once per tier-2 case handled regardless of which capability handled it.
Human-equivalent reference
Senior Support Specialist
EU mid-market
Benchmarked against EU mid-market senior support specialist roles. Fully loaded includes salary, benefits, help-desk + CRM licences, team-lead overhead, and first-year ramp.
Live calculator
Demo projection · Methodology v1.0
Capabilities
Activate the capabilities that match your largest repetitive categories. Start with the default set; expand as you prove each one. Metered unit is the role's, adding capabilities never changes the per-action price.
Monitors SLA clocks on tier-2 cases and intervenes before breach.
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Handles policy-heavy, high-tier, or de-escalation-needed cases with annotated rationale.
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Takes end-to-end ownership of cases escalated from Support Agent.
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Applies nuanced policy judgement and documents rationale for every decision.
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Scenarios
Three business shapes we see most often. Costs are computed from €1.20 – €3.50 per tier-2 case handled and a fully-loaded Senior Support Specialist benchmark.
Scenario 1 · SaaS · 80-250
350 tier-2 cases handled / month
Starting capabilities
Situation
A 180-person B2B SaaS company handles 350 tier-2 cases a month. Billing disputes and access issues dominate. Senior reps spend entire afternoons on de-escalation while SLAs slip on the quieter but equally sensitive queue.
Agent fit
Senior Support Specialist activates SLA protection and complex escalation resolution. Every tier-2 case gets SLA-monitored; cases escalated from the tier-1 Support Agent get closed within policy; senior reps shift to the genuinely novel work.
Outcome
Expected outcomes at this volume: SLA breach rate down 25-40% in 60 days, CSAT on tier-2 cases stable-or-better, senior rep hours reclaimed per week, cleaner escalation trail for audit.
Scenario 2 · Subscriptions · 200-500
700 tier-2 cases handled / month
Starting capabilities
Situation
A 350-person subscription business runs 700 tier-2 cases a month. Cancellation saves, plan disputes, and refund policy dominate. Policy interpretation varies by rep. Senior owner reviews are a bottleneck.
Agent fit
Senior Support Specialist activates SLA protection, sensitive-case handling, and policy interpretation. Every decision carries annotated rationale; policy application becomes consistent; the senior owner reviews by exception rather than by default.
Outcome
Expected outcomes: SLA breach rate trending down, CSAT on sensitive cases rising, policy-application consistency within target, escalation-quality score rated stable-or-better by senior review.
Scenario 3 · Healthtech · 120-300
450 tier-2 cases handled / month
Starting capabilities
Situation
A 220-person healthtech platform runs 450 tier-2 cases per month. Clinical-adjacent complaints, consent-withdrawal requests, and data-access escalations dominate. SLAs are tight, policy is dense, and one senior rep carries most of the load.
Agent fit
Senior Support Specialist activates sla-protection, sensitive-case-handling, and policy-interpretation. Every tier-2 case is SLA-monitored; sensitive categories are handled with annotated tone and policy rationale; the senior rep reviews by exception rather than by default.
Outcome
Expected outcomes at this volume: SLA breach rate down 25-40% in 60 days, policy-application consistency 90-96%, senior-rep hours reclaimed per week, audit-ready rationale on every decision.
Scenario 4 · eCommerce · 200-500
900 tier-2 cases handled / month
Starting capabilities
Situation
A 400-person DTC brand handles 900 tier-2 cases per month. Refund escalations, chargeback disputes, and partner-carrier conflicts dominate. Tier-2 backlog is visible on the exec dashboard every Monday.
Agent fit
Senior Support Specialist activates sla-protection, complex-escalation-resolution, and policy-interpretation. Escalated cases close within policy with annotated rationale; refund and chargeback decisions apply policy consistently; backlog trend flips within the first month.
Outcome
Expected outcomes: tier-2 resolution speed 20-40% faster, SLA breach rate trending down, policy consistency in target band, escalation quality rated stable-or-better by senior review.
SLA breach rate
Down 20-40% in 60 days
Tier-2 resolution speed
20-40% faster
CSAT on sensitive cases
Stable or rising
Policy-application consistency
90-96%
Weekly maintenance
2-4 hours
Rationale traceability
every decision logged with clause reference
How it works
Workflow summary
The agent reads tier-2 cases, retrieves applicable policy, drafts the response, protects SLA timers, and flags sensitive cases for senior review.
Exceptions
Legal-sensitive or pattern-flagged cases route to senior-support owner with annotated history.
When humans step in
Humans step in on legal-sensitive cases, unresolved policy conflicts, and repeat-complaint patterns flagged by the agent.
Connected systems
Agent operates inside your help desk and CRM, reads the policy library, drafts tier-2 responses, and logs rationale back to the ticket.
Data inputs
Ticket content, customer tier, prior escalation history, policy-library context, SLA-clock state. Writes structured response drafts, applied-policy rationale, and SLA-risk flags back to the ticket.
Decision logic
Uses customer tier, case complexity, SLA-clock state, and policy match to decide between direct handling, de-escalation path, and senior escalation.
Readiness
Policy library loaded, escalation paths mapped, senior-support owner named.
Integrations
No new systems to learn. The role connects to the platforms your team already uses.
What "working" looks like
SLA breach rate trending down
20-40% reduction in 60 days
Reduction in SLA breach rate on tier-2 queue vs baseline.
Source · Help-desk reporting
CSAT on sensitive cases holding or rising
at or above baseline
CSAT score on sensitive-case tickets vs pre-deployment baseline.
Source · CSAT survey data
Policy-application consistency within target
90-96%
Share of tier-2 actions rated policy-consistent on senior review.
Source · Internal QA review
Escalation quality rated stable-or-better
at or above baseline
Senior review score on escalated cases vs baseline.
Source · Senior support review
Governance & compliance
AI Act posture
Subject to transparency obligations: clear AI disclosure to end users where the agent interacts directly.
GDPR legal basis
Contract
DPIA
Recommended before deployment. We'll run one as part of the Launch Program.
Questions we get
An AI role priced per tier-2 case handled. It protects SLAs, de-escalates sensitive cases, and applies policy with audit-grade rationale. Same scope as a senior support hire, priced per action.
It retrieves the relevant clause from your version-controlled policy library, maps it to the case, and documents which clause applied and why. Every decision is reviewable.
On legal-sensitive cases, policy conflicts, VIP-tier sensitivity, and novel fact patterns outside precedent. Handoff carries full history.
Pure usage: EUR 1.20-3.50 per tier-2 case handled. One-time launch fee covers policy-library capture, help-desk wiring, and evaluator design.
Typical 21-35 days. Faster with a mature policy library and clean tier-2 taxonomy.
Support Agent handles tier-1 volume and escalates qualifying cases. Senior Support Specialist closes the loop with full context, returning annotated handoffs if further escalation is needed.
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Last reviewed · Methodology v1
90-day operational guarantee. We agree on the outcome KPI before launch. If we haven't hit it by day 90, we keep working free until we do.
Chat opens with your role context already loaded. Scope a launch set of capabilities, review integrations, and get a timeline in one conversation.