Fractionals Send your requirement
A man in a navy jumper smiling at a meeting table with coffee and a notebook

FDEs for AI customer support

Use cases / AI customer support

Support AI that answers from stale articles and cannot see an order is worse than none. FDEs for AI customer support are forward deployed engineers who join your team, part of the week or for a fixed period, and connect it to your help desk and systems. You tell us who you need. We send people who fit.

Send your requirement
  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice

Why support bots disappoint

Customers ask about their order not your FAQ

Most support questions need the customer's own data: an order, a subscription, an account setting. A bot that can only search help articles handles the easy questions and frustrates everyone else.

A forward deployed engineer works with your support leads to find the questions worth automating. They connect the AI to the systems that answer them, and design a handoff to people that keeps the context.

Tell us the role and the hours. We send you a shortlist of people who fit.

  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice
Send your requirement

What the work covers

What FDEs for AI customer support build

  • Answers grounded in your content Retrieval over help articles, policies and past resolved tickets, with gaps reported back to the content team.
  • Account-aware actions Order status, returns, plan changes and resets through your own APIs, with limits on what the AI may do alone.
  • Agent assist Suggested replies, case summaries and next steps inside the help desk your agents already use.
  • Handoff with context When a case needs a person, the agent gets the conversation, the customer and what was tried, without asking again.

How hiring an engineer for your support AI works

  1. 01

    Send your requirement

    Tell us your help desk, your top question types and the support lead who signs off what goes live. It is free, and there is no deposit.

  2. 02

    Get a shortlist

    We read every requirement ourselves and look for people who fit. Then we send a shortlist: each person's CV and a short note on why they fit.

  3. 03

    Talk to them and choose

    You talk to whoever you like and choose. Good candidates ask for a sample of real tickets. You do not have to hire anyone.

  4. 04

    Pay only when someone starts

    One agreement and one invoice with us, on terms agreed in writing before anything starts. Talent never pays.

Constraints

What to design around

  • A small team around a meeting table, one standing to talk while the others listen
    Customer data access The AI sees only the account it is helping, checked the same way your agents verify a customer.
  • A small team around a meeting table, one standing to talk while the others listen
    Prompt injection Customer messages can try to change the AI's instructions. Actions are limited so that cannot cause harm.
  • A man in a navy jumper smiling at a meeting table with coffee and a notebook
    Brand and policy Refunds, credits and exceptions follow your written policy. Anything outside it goes to a person.
  • A man in a navy jumper smiling at a meeting table with coffee and a notebook
    Privacy rules Transcripts and ticket data follow your retention and privacy commitments, including any model provider terms.

Tell us the role and the hours. We send you a shortlist of people who fit.

  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice
Send your requirement

A help desk AI add-on or a forward deployed engineer

Built-in help desk AI

  • Quick to turn on inside your current platform
  • Strong on article search and simple deflection
  • Limited reach into your own systems
  • Configured, not engineered, for your edge cases

Forward deployed engineer

  • Extends the built-in AI or builds around it
  • Connects orders, billing and account systems
  • Measures quality on your real tickets
  • Works with your support leads every week

For companies

Tell us who you need.

Send your requirement. It is free and there is no deposit. We read it ourselves and send you a shortlist of people who fit. You pay only when someone starts.

Send your requirement
  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice

Fees, how it works and related use cases

Get started

Tell us what you need.

Send your requirement. We send you a shortlist of senior leaders who fit. One agreement and one invoice, with the terms agreed in writing before anything starts.

  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice
Which side are you on?

Send your requirement

  • No deposit to get started
  • Every requirement read by us
  • A best-fit shortlist, not a pile of CVs
  • One agreement, one invoice

Apply to join

Talent never pays to apply, be shortlisted or be placed.

Availability, days per week

FAQ

Questions people ask

Which help desks does this work with?

Common platforms like Zendesk, Intercom, Salesforce Service Cloud and Freshdesk, plus custom setups. Name yours in your requirement.

Will the AI talk to customers straight away?

Usually not. Most teams start with agent assist, where your staff review every suggestion. They move to customer-facing answers once quality is proven.

How do you measure success?

Resolution rate and customer satisfaction on the question types in scope, checked against samples people have reviewed. Agree the measures before the build.

Can it handle voice as well as chat?

It can. Voice adds delay and transcription work, so plan it as its own phase.

Explore more