FirstLine — An AI First Line of Support
I worked in an ops queue for two years. FirstLine is that job rebuilt as an agent: it triages a live incident queue — root causes, SLA clocks, escalation judgment, RCA drafts — on a simulated ops floor that knows the truth behind every ticket it generates.
Which means the agent can be graded, not vibed about. Every shift ends in a scorecard — triage accuracy, missed P0s, escalation precision — because the simulator holds hidden ground truth the agent never sees.