About

We build the agent we wanted on our own queue.

Kestrel is thirty-eight people who think support software should do the work, stay inside a limit, and leave a record a person can check.

Kestrel started on a support queue we ran ourselves

Before Kestrel, Ines and Jonah ran support and engineering at an online retailer. The queue was mostly the same forty requests. The replies were easy. The work behind them, finding the order, checking the policy, moving the money, took the time.

Every tool they tried could write the reply and none could do the work. So in 2023 they built one that could, with a limit on what it was allowed to do and a record of everything it did.

That is still the whole product. It is used by more than four hundred teams, and the two rules it started with have not changed: stay inside the limit, and write it down.

2023
Founded, in Lisbon
38
People, in nine countries
412
Teams running Kestrel
9.4m
Tickets resolved so far

Four things we hold to

They decide what we build, what we turn down, and how we answer when a customer asks for something that would break one of them.

An action beats an answer
A customer who asks for a refund wants the refund. We measure the work that got done, never the words that were sent.
A limit you can read
If a support lead cannot read a rule and change it, the rule belongs to an engineer. Ours are one sentence long.
Everything on the record
Trust comes from being able to check. Every run keeps what was read, what was looked up and what was changed.
Paid for outcomes
We earn money when a ticket is closed and stays closed. It keeps what we build tied to what you need.