Fit
- Documented support knowledge
- Repeatable account actions
- Named escalation teams
Skip to contentB2Shift
APPROVED ANSWERS, VISIBLE ESCALATION
AI Customer Support Automation
Resolve repetitive support questions from approved sources, take narrow actions and transfer conversations with full context when a person is needed.
Discuss this workflowArchitecture
- Conversation
- Identity and knowledge retrieval
- Answer or bounded action
- Confidence gate
- Ticket summary
Permissions & ownership
- Read-only knowledge access
- Narrow account actions
- Support identity and logs
Limitations
- Policy exceptions go to people
- Knowledge freshness determines answer quality
- Sentiment is not a risk decision
Supported events / actions
- Question received
- Answer sourced
- Escalation triggered
- Ticket resolved
Deliverables
- Knowledge readiness review
- Assistant workflow
- Escalation matrix
- Quality evaluation set