AI quality review of support tickets, on your own hardware
Leadership wants every reply reviewed. Nobody has the hours, and customer data can't be pasted into a public chatbot. We run the review on your own hardware (or in your cloud account): a small model sorts, a larger model scores each reply on seven dimensions and writes the coaching note.
What goes wrong today
The symptoms we hear on the first call. If two of these sound familiar, this is the right page.
- QA samples one ticket in fifty and the sample is whichever ones the lead happened to open.
- Coaching conversations are based on impressions, not on the agent's actual replies.
- Churn shows up in the cancellation queue, not in the support history where it was visible weeks earlier.
- Security policy forbids sending ticket text to third-party AI services.
What we build
Each piece is built in your environment, on your accounts, and can be adopted on its own.
Two-stage pipeline
A small model extracts and classifies, a larger model scores one to five on each dimension and writes the coaching note. Both stay loaded, about 3.8 times the throughput of loading per ticket.
Seven quality dimensions
Scored per reply, aggregated per agent and per company, with an issue heatmap so you can see which dimension slips where.
Coaching plans
Per-agent notes with the actual quotes behind each score, ready for a one-to-one.
Churn score
A nightly zero-to-100 score per company with recency decay and a calibration canary so you know the model has not drifted.
Runs where you say
On-premise with Ollama on a workstation-class GPU, or in your cloud account with a hosted model. No customer data leaves your control either way.
Agents that act
Chat and ticket agents that answer routine requests by calling your data through tools, with a JSON API and an MCP server so ChatGPT or Claude can query your systems. Scoped separately.
What you receive
Delivered at handover. Managed support afterwards is optional and month to month.
- QA audit: a scored sample of your tickets (hundreds to thousands) with the heatmap and coaching notes
- Director-ready summary: where quality slips, which accounts are at risk, what to coach first
- Optional: the pipeline left running nightly in your environment
- Methodology document and prompts, so the scoring is explainable
Proof
From production systems, described without client names. Numbers are rounded.
About 100 a night, on the company's own hardware.
At no extra software cost, as the support director put it.
With a calibration canary to catch model drift.
Questions and pricing
If yours is not here, write to hello@tightlywired.com and we will answer within one business day.
What hardware does on-premise need?
Which helpdesks can you read from?
What are the seven dimensions?
Is this replacing our QA lead?
What does the $1,500 audit include?
Related services
Schedule a 30-minute assessment
Bring one process that costs your team hours each week. You will leave with an integration approach and a fixed-price estimate, whether or not we work together.
Schedule an assessment Or write to hello@tightlywired.com