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.

Tiered Support Model (L1/L2/L3)

A tiered support model organizes support teams into levels: L1 (frontline agents handling initial contact), L2 (senior agents with deeper technical knowledge), and L3 (engineering teams handling the most complex issues).

Why it matters for B2B support

The tiered model was designed for consumer support where L1 resolves most tickets with scripts. In B2B technical support, the model breaks down because 60-80% of tickets require investigation that L1 cannot perform, creating chronic escalation.

How Altor helps

Altor eliminates the investigation bottleneck that forces escalation. L1 agents receive automated diagnoses, enabling them to resolve tickets that previously required L2 or L3.

FAQ

Does the tiered support model work for B2B technical support?

Poorly. L1 agents cannot investigate production issues, so 30-40% of tickets get escalated regardless of agent skill. The bottleneck is data access, not knowledge.

What is the alternative to tiered support?

Swarming (all agents handle all tickets) combined with investigation automation. When every agent has automated access to diagnostic data, the tier distinction becomes unnecessary.

See Altor investigate a real ticket

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

Book a Demo