Agents that resolve, not just route
Osewa's AI agents triage every ticket, research your knowledge base and source code, and draft complete responses -- with sources cited. Your team reviews only what the AI can't handle.
A research team, not a chatbot
Osewa uses a coordinated agent tree -- not a single prompt. A triage agent classifies the ticket, then specialized research agents work in parallel across your knowledge base, documentation, and source code. The support agent synthesizes everything into a contextual response.
- Sequential + parallel agent orchestration for speed and accuracy
- Hybrid search: semantic embeddings (70%) + full-text keyword (30%)
- Source code analysis via connected Git repositories
- Every response includes source references for human verification
How autonomous resolution works
Four stages, fully automated. Every ticket gets the same thorough treatment.
1. Triage in under 2 seconds
Every incoming ticket is immediately classified by priority, category, and intent. The triage agent determines whether AI can handle it or if it needs a human.
2. Research across your data
In parallel, specialized agents search your knowledge base (semantic + keyword), scan your documentation, and analyze relevant source code from your connected repositories.
3. Draft a complete response
The support agent synthesizes all research into a contextual, accurate response. Every claim is backed by a source reference your team can verify.
4. Learn and improve
Post-resolution, a profiler agent updates customer context and a KB writer identifies gaps in your knowledge base -- closing the feedback loop automatically.
You set the boundaries
AI autonomy doesn't mean losing control. Configure exactly how much latitude the AI has per project, set confidence thresholds, and provide custom instructions that shape every response.
- Per-project AI configuration -- different products can have different rules
- Draft lifecycle: pending, accepted, rejected, edited, or expired
- Agent feedback loop -- your team's corrections improve future responses
- Full audit trail of every AI action and decision
Fine-grained AI controls
Every team operates differently. Osewa adapts to your comfort level.
Participation modes
Choose per-project: auto-respond (full autonomy), draft-only (human review before send), suggest (lightweight hints), or disabled.
Confidence thresholds
Set the minimum confidence score (0-100) required for AI to auto-send. Below the threshold, responses become drafts for human review.
Custom instructions
Provide free-form instructions per project. Tell the AI about your product's terminology, tone requirements, or known edge cases.