Australian power company Amber sends 99% of tickets to the right place with AI
In plain words
Amber uses Lorikeet's AI to triage support and send urgent requests to the right team (or its AI agent).
What happened: 99% of tickets go to the right person or team.
Source: lorikeetcx.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Find your busiest week of the year (tax time, billing day, launch).
- 2
Write answers for the top 15 questions that spike that week.
- 3
Set up the AI agent with those answers and the prompt below.
- 4
Have it route anything time-sensitive straight to the right person.
- 5
Turn it on two weeks before the busy period and watch it daily.
The instructions to give the AI
Paste this into Intercom Fin (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You're [business]'s support agent. Answer from our knowledge base in plain English. Tag every ticket with a category and urgency. Anything about [urgent topics, e.g. payments failing, disconnections] goes straight to the [team] queue. Don't guess at account-specific numbers.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Your bill went up because of a price spike on Tuesday — here's why. Tag: billing."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Lorikeet
You could use: Lorikeet, Intercom Fin or Zendesk AI
- Intercom Fin
AI support agent that answers customers from your help centre and hands off to humans.
From $0.99 per resolution · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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