ai for your support knowledge base: cited answers, one query
ai for your support knowledge base searches 4 years of tickets, product docs, and policies in one query and cites the source. agents stop digging. reply times drop.
ai for a support knowledge base. ai for a support knowledge base is an internal retrieval tool your agents ask in plain english. it searches your historical tickets, product docs, and policies in one query and returns an answer that cites the source it came from. it sits behind the agent. the customer keeps talking to a human.
your agents spend half their shift searching the docs. that is the line from the support lead we built this for, in her own words. the answer exists somewhere. it is in a 4-year-old ticket, a product spec, or a shipping policy nobody has opened since january. finding it is the job now.
why do my agents spend half their time searching the docs?
because the answer is scattered across systems that do not talk. the refund rule is in a policy pdf. the edge case that breaks it is buried in a resolved zendesk ticket from 2023. the product behavior is in a confluence page a former pm wrote. an agent on a complex ticket has to check three places, guess which is current, and hope.
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