Faster answers your team can check.
We help support teams find the right answer, route requests and keep help content current, with a person on anything uncertain.
Tools this often involves
Work that comes up every week.
Answering repeat questions
From approved articles and past tickets, with the source shown.
Sorting incoming requests
By type and urgency, into the right queue.
Keeping help content current
Resolved tickets turned into drafts for the team to edit.
Handing over the hard ones
Anything uncertain goes to a named person, with the context attached.
Example workflows
Jobs we can set up in the tools you use. Each is scoped to your process.
Knowledge assistantASKED 24Where is the refund policy?Which plan includes single sign-on?How do I unlock an account?Can we waive the setup fee?to a personanswers with the sourceunsure goes to a personSupportKnowledge assistant
Answers staff questions from approved sources, and passes on the ones it can’t answer.
Request triageTODAY 2801Billing1202Delivery903Returns504Urgent2sorted by type and urgencyrouted to the right queueSupportRequest triage
Sorts incoming requests by type and urgency, and routes each to the right queue.
Help-content assistantDRAFTS 2Changing a delivery addressdraft readyUnlocking an accountdraft readyRefunds on annual planspublishedfrom resolved ticketsedited by the teamSupportHelp-content assistant
Turns resolved tickets into draft help articles for the team to edit.
How we can help
AI Agents
Set up one assistant on approved sources.
AI Training
Teach the team to check and correct what it drafts.
How we work
We sit with your support team to see how a question gets answered today, look at past tickets and your help content for patterns, and read the documentation you already have.
For each step, from the request coming in to the answer going out, we decide: remove it, keep a person on it, or hand it to automation, an agent or an app. Anything uncertain stays with a person.
We build inside the tools your support team already uses, unless new software is warranted. That keeps friction and training to a minimum.
Before launch we baseline measures such as time to first response and how often questions are escalated. After launch we compare them against the baseline.
Related
Chatbase
Chat agents trained on your content, for support and sales.
Discuss your customer support work.
Tell us which work you’d like to change. We’ll suggest a sensible place to start.