AI / Solution brief
Customer support automation
Help people find an answer, see its source and reach a support team when the system cannot help.
This is an illustrative scenario, not a delivered client project. The scope and evaluation measures below describe what a project could consider; they are not reported results.
The business problem.
Customers repeat questions while support teams search scattered knowledge. AI assistance could reduce that search work, provided the information is approved, permissions hold and an uncertain answer has a clear handoff.
What the scope could include.
Choose the useful first release around the existing systems, users and constraints.
A maintained knowledge boundary
Choose the documents and records the assistant may use, with ownership and a refresh process.
Answers that can be checked
Reference supporting material where appropriate and state when the available information is insufficient.
Limited system permissions
Keep access scoped to the user and separate answering a question from permission to change a record.
A useful human handoff
Pass the question and relevant context to the agreed support channel when a person is needed.
Questions before a build.
- Who approves and maintains the knowledge sources?
- Which questions or actions must always go to a person?
- How will the workflow handle unavailable services, conflicting sources and hostile instructions?
How to evaluate it.
- Answer quality
- Evaluate correctness, source support and appropriate refusal on representative customer questions.
- Service quality
- Measure successful resolution and handoff completion alongside latency and operating cost.