Atlas — Autonomous Ops Agent
A fleet of agents that triages support, drafts resolutions and updates systems with human-in-the-loop approval.
- client
- Northwind
- sector
- Logistics & supply chain
- timeline
- 16 weeks
- shipped
- 2025
- stage_01 · diagnose
The challenge
Support volume was growing faster than the team could hire. Agents spent their days on repetitive triage — reading, tagging and routing — while genuinely hard cases waited in the same queue. Response times were slipping and the backlog only compounded.
- stage_02 · build
The approach
We built a fleet of cooperating agents: a classifier that triages and routes, a retrieval layer over past tickets and internal docs, and a drafting agent that proposes resolutions. Every action passes a human-in-the-loop gate, and the whole system runs behind evals and guardrails so quality is measured, not assumed.
- stage_03 · ship
The outcome
72% of incoming tickets are now resolved or draft-resolved automatically, with humans approving edge cases and focusing on the work that actually needs judgment. First-response time dropped sharply and the backlog stopped growing.
72%tickets auto-resolved
What we owned on this engagement, end to end.
- 01Agent architecture
- 02RAG & retrieval
- 03Evals & guardrails
- 04Ops integration
The runtime this system ships and runs on in production.
“Diathic didn't just build our product — they rebuilt how we operate. The agents they shipped now run a third of our back office.”
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