Kept for Customer support.
The queue forgets nothing except how you solved it last time. Three films on keeping the fixes with the team.
All industriesFor executives
Turnover is the queue's oldest unsolved ticket.
Every agent who leaves takes a private knowledge base with them. The macros stay. The judgment goes.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
That edge case was fixed in a ticket eight months ago. The next agent will fix it again.
Resolved edge cases stay buried in tickets, so handle time and escalations climb with every new hire.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in your knowledge base.
A new agent gets the blank date error and asks Kept. They get the fix in three steps, cited to whoever found it.
Resolved cases turn into answers the next agent can use. Kept. Keep the knowledge behind the work.
Support runs on knowledge that never makes it into the help center: the failure mode that looks like billing but is not, the account that needs the careful voice, the workaround engineering approved once at midnight. Attrition deletes it on schedule, and quality resets with every cohort.
Kept captures what your agents actually know, in conversation, and keeps it cited and queryable for the team. Resolution knowledge compounds instead of churning. The workspace keeps what it paid to learn, whoever is on shift.
For managers
Your best agents are a routing bottleneck.
The hard tickets all flow to the three people who have seen everything, and their queues prove it.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
That edge case was fixed in a ticket eight months ago. The next agent will fix it again.
Your senior agents get pulled into the same escalation because the answer lives with them, not the team.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in your knowledge base.
A new agent gets the blank date error and asks Kept. They get the fix in three steps, cited to whoever found it.
Escalations reach your seniors less often, because the answer reaches the team. Kept. Keep the knowledge behind the work.
Seniority in support means becoming the destination for everything weird. Your best people spend their day answering colleagues, and their knowledge helps exactly one ticket at a time. When one of them leaves, an entire class of problems becomes unsolvable until someone re-learns it the hard way.
Kept interviews your senior agents and keeps their judgment as answers the whole queue can use, each one cited. New agents solve old problems without a favor. You see what the team has covered and what it has not. Kept measures knowledge kept, never agents.
For partners
You solved it in March. Stop re-solving it in person.
Being good at this job means everyone asks you instead of the docs. The docs do not mind. Your queue does.
Read the film transcript
Narration from this original film. Soft instrumental music plays underneath.
That edge case was fixed in a ticket eight months ago. The next agent will fix it again.
You’re on a ticket you’ve never seen, the customer’s waiting, and whoever solved it last is off shift.
Kept is a voice interview. June calls, asks about your work, and keeps what you say, in your words, in your knowledge base.
A new agent gets the blank date error and asks Kept. They get the fix in three steps, cited to whoever found it.
The fix is there while the customer is still on the line. Kept. Keep the knowledge behind the work.
Kept talks with you about the problems you have cracked and keeps your answers in your words. The next agent who hits that error gets your fix, with your name on it, while you keep working your own queue. Your expertise scales without your calendar paying for it.
Capture starts with each partner's consent. They can skip a question, stop a session and review their captured knowledge. A business workspace's access rules determine who else can use it.
Knowledge captured for a business workspace belongs to that workspace. Partners retain visibility, removal from view and in-session retraction controls. Permanent deletion follows the workspace request process, unless a provisioned legal erasure window applies.
Kept's internal partner model is not employer-facing. A business workspace can see a red, amber or green capture band, based on contributed knowledge, alongside the access and audit records described in the Privacy Notice. It is not a score of a person's work or judgment.
Where it starts in customer support.
One process, one question the team already asks.
Start at zero.
Pay once when the KPIs land.
The KPIs we would propose for a customer support team:
- Time from a new colleague's first day to their first cited answer
- Questions answered by Kept in the first 30 days instead of by a teammate
- Questions answered with a source during a manager's absence, against escalations
- Manager-held rules and sign-off boundaries with a kept, cited answer
Agreed before the pilot starts and measured from the workspace's own ledger over a window we set together, with a minimum number of partners using Kept through it. Nothing to pay to begin. A one-time payout when the KPIs are met, then the recurring rate.
How the proof of value worksUseful knowledge.
Visible limits.
Kept supports the work. It does not assess competence, monitor people or replace training, supervision or required qualifications. Business knowledge follows workspace access and ownership rules.
Kept is designed to ground answers about your work in available sources and say when it does not know. AI can still make mistakes. Inspect the sources and review important answers before relying on them.
Security and compliance