Solutions
Support operations
Read the ticket, search the knowledge base, draft the reply, and hand it to a person.
34%faster median handle time
The challenge
Support automation fails in a specific way: it answers confidently from stale documentation and nobody can reconstruct why. The reply looks fine until a customer quotes it back.
What they built
Every answer records which documents it read and at what version. A reply that cites a page updated after the draft was written is flagged before it sends, and anything touching billing waits for approval.
- 01Classify the incoming ticket and route by intent
- 02Search the knowledge base and the last thirty resolved tickets
- 03Draft a reply with citations attached
- 04Hold for approval if the ticket touches billing or account access