Velo · An AI co-pilot for ops teams
Built an AI ops co-pilot that drafts SOP responses, triages tickets, and writes weekly performance digests for a 50-person operations team, cutting average ticket time by 62%.
01/ The challenge
Velo's ops team was drowning in repetitive tickets: visa updates, KYC followups, vendor confirmations. Their best agents were spending 70% of their day on work that looked the same every time. Their backlog was growing by 18% month over month.
02/ The approach
We embedded with their ops lead for two weeks. We picked the top three repetitive ticket types and built a single agent that drafts responses, with a human-in-the-loop step before send. We wired in Slack, Linear, and their internal CRM, and added an evals harness that tags every response by a small set of quality dimensions.
03/ The outcome
- Ticket time
- -62%
- Volume handled
- +40%
- Discovery to launch
- 8 wks
Average ticket time dropped from 14m to 5.3m. The team handles 40% more volume with the same headcount. The agent has shipped 12 evaluated improvements since launch, every one measurable.
“They shipped in 8 weeks what we'd scoped for two quarters. The agent doesn't just answer tickets, it actually got better every week. Best team we've worked with.”