How is Altor different from a docs chatbot?

Docs chatbots answer 'how does this work?' from your knowledge base. Altor answers 'why is this broken for this customer right now?' by querying their actual API logs, checking your bug tracker, and verifying their billing status — across 6+ systems in under 2 minutes.

How is Altor different from our support platform?

Pylon, Plain, Zendesk — they route and manage tickets. Altor investigates them. We plug into your existing support tool as the investigation layer. You keep your workflows, we add the diagnosis.

Will Altor take actions without asking?

Not by default. Altor starts as a read-only investigator — it surfaces a diagnosis for your team to review. You control which action types graduate to auto-approval. Destructive actions are never automated.

What if our stack isn't listed?

If an API exists for your system, we can integrate it. The architecture composes tools — it doesn't hardcode connectors. We've yet to encounter a B2B stack we can't connect to.

What does Altor pricing look like?

Usage-based — you pay per investigation, not per seat. Pricing is quoted in USD ($) with no minimum commitment. We'll scope pricing during the demo based on your ticket volume and systems.

Support Escalation Rate

Support escalation rate is the percentage of tickets that get escalated from frontline support to engineering, senior agents, or management. High escalation rates indicate that L1 agents lack the tools or data to resolve technical issues.

Why it matters for B2B support

B2B technical support teams typically see escalation rates of 15-40%. The primary cause is that investigating technical issues requires access to production systems that support agents cannot query directly.

How Altor helps

By automatically investigating tickets before they reach an agent, Altor gives L1 agents the same diagnostic data that engineers have, reducing escalations by up to 70%.

FAQ

What is a good escalation rate?

Under 15% is excellent for B2B technical support. 15-25% is typical. Over 30% means your L1 team needs better investigation tools.

Why do technical tickets get escalated?

The #1 reason is lack of access to production data. L1 agents can see the ticket but cannot check logs, billing systems, or bug trackers to diagnose the issue.

See Altor investigate a real ticket

We connect to your systems and diagnose a real ticket in 2 minutes during US hours.

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