For support teams
Your queue grows every quarter.
The answer to most of it is already in your case history.
Chip searches your case history before an agent starts work, validates every escalation before engineering sees it, and writes the articles your team never gets around to.
For support leaders
This is what your Monday morning looks like.
Your team closes hundreds of cases a week and leadership sees almost none of it. This is the view that changes that conversation.
Support intelligence · Acme Corp · Apr 21–28Recurring patterns this week
Chip · Pattern brief
Merge backlog pattern recurred 23 times this week. Runbook updated. Engineering notified.
“Waypoint AI isn't just another tool. It's our secret weapon.”
Pav Jhita
Head of Support Operations · ClickHouse
Without Chip
Your best engineers spend Friday afternoons answering questions only they know the answer to.
With Chip
Questions that have been answered before get answered in seconds. Engineers stay on their actual work.
01 · When a case arrives
The answer is already in your case history.
Before an agent touches a new case, Chip has scanned every resolved case in your history, found the closest matches, and posted a runbook. Most of the time, the fix is already known.
When it isn't, the agent opens the case already knowing what was tried before and what the problem isn't.
Case triage · CASE-4891Acme Corp · ~20% of analytics events missing this afternoon
Searching resolved cases
3 matching cases
Events missing after traffic spike
Analytics drop — merge backlog pattern
Analytics gap post-campaign launch
Classification
Chip · Internal note
3 matching cases found. Likely merge backlog — runbook ready. Agent can respond now.
02 · Before it reaches engineering
For the first time, you can guarantee every escalation is complete.
Chip validates every escalation before it reaches an engineer: root cause hypothesis, reproduction steps, customer configuration, prior cases referenced, suggested fix attached.
Engineers stop spending the first 30 minutes of every ticket getting oriented. They open it and start working.
Escalation quality · ENG-2847Merge backlog (Too Many Parts) — inserts dropped at high write volume
Filed by: Support · To: Infra team · Priority: P1
Required context
03 · After it's resolved
Chip documents the fix your team didn't have time to write.
When a case resolves with a fix that isn't in your knowledge base, Chip writes the article. When the same root cause has appeared three times without a playbook, Chip creates one.
The next agent who sees the same root cause finds the article. The resolution takes minutes instead of hours.
Knowledge loop · CASE-4891Fix: raised background_pool_size to 128 and added retry wrapper in event_writer.py
Knowledge gap detected
No article covers: MergeTree background_pool_size tuning
Drafting article
MergeTree merge backlog: background_pool_size tuning
Who benefits
The whole team benefits.
Support agents
New cases arrive with context pulled from every similar case the team has resolved. Agents stop starting from scratch.
Support ops
Full visibility into deflection rates, escalation patterns, and knowledge gaps. No custom reporting to build.
Engineering
Cases that reach engineering are ones that need code changes. The rest are handled before they get there.
Related use cases
Case deflection
How Chip moves a case from intake to closed-and-customer-notified — no agent escalation required.
Knowledge management
Every case that resolves with a new fix updates the knowledge base. Automatically.
Proactive intelligence
When something needs attention, the right person is already briefed before it escalates.
Works with your stack.
Chip connects to your existing support, comms, and engineering tools on day one.
Support
Project management
Repository
Communications
Documentation
Get started
See Chip running on your actual case history.
We configure the demo for your cases in the first call. You see Chip on your data, not a generic example.