AI copilots write faster replies. They don't investigate the problem.
Support copilots draft responses based on ticket history and knowledge base articles. But for B2B technical tickets, the bottleneck isn't writing the reply — it's the 20–45 minutes of investigation that happens before you know what to write. Altor automates the investigation itself.
Copilot vs. investigator
Customer reports: "Dashboard is loading slowly since this morning."
| AI copilot | Altor | |
|---|---|---|
| What it does | Drafts a response from ticket context and help center articles | Queries production systems to find the root cause, then provides a diagnosis |
| Data it accesses | Previous tickets, knowledge base, customer metadata | ClickHouse logs, Linear bugs, GitHub deploys, StatusPage incidents, Stripe billing |
| Output for this ticket | "We're looking into the performance issue and will update you shortly" | "Deploy #447 at 09:12 UTC introduced an unindexed query in /analytics. p95 latency jumped 340ms → 1.2s. Fix is being pushed." |
| Time saved | 1–2 minutes (writing the response faster) | 20–45 minutes (eliminates the manual investigation entirely) |
| When it helps | Agent already knows the answer, needs to write it faster | Nobody knows the answer yet — someone needs to investigate across systems |
The investigation bottleneck
In B2B technical support, the time breakdown for a typical ticket is roughly: 20–45 minutes investigating across systems, 5 minutes writing the response. Copilots optimize the 5-minute part. Altor eliminates the 20–45 minute part.
This matters because the investigation is where support teams burn engineering time and miss SLAs. A copilot that helps write "we're looking into it" faster doesn't solve the problem — it just ships a polished version of "we don't know yet."
Altor produces the root-cause diagnosis that makes a real response possible. The copilot and the investigator solve different problems at different stages of the ticket lifecycle.
spent investigating — the part copilots don't touch
spent writing the response — the part copilots speed up
Altor's median investigation time across 200+ tickets at Portkey
of B2B tickets need investigation, not just a faster reply
"The bottleneck was never writing the response. It was the 30 minutes of digging through ClickHouse and Linear to figure out what to say."
Use both — they solve different problems
Altor isn't a replacement for your copilot. The best workflow is: Altor investigates the ticket and produces a structured diagnosis. Your copilot (or your agent) turns that diagnosis into a polished customer response. Investigation first, response second.
Altor plugs into your existing support platform — Pylon, Zendesk, Intercom — and delivers the diagnosis into the same workflow your copilot already uses.
See the investigation your copilot can't do
We'll investigate a real ticket from your queue — across ClickHouse, Linear, Stripe, and GitHub — and show you the diagnosis in 2 minutes.
Get a 3-minute walkthrough — no call needed.