● SOLUTION

Customer Support Resolution

Tickets are classified, matched against your knowledge base, and resolved automatically when confidence is high. Low-confidence cases route to the right specialist with a draft response ready — not a blank reply box.

Available as SaaS or on-premise. Your KB stays where it is.

60%

of tickets are repeat questions already answered in the knowledge base.

5+

tools an agent toggles per ticket: helpdesk, KB, CRM, billing, internal wiki.

38%

first-contact resolution at most teams. The rest bounce between queues.

0

closed-loop visibility into which KB articles actually deflect tickets.

Signal

Capture every channel

Tickets land from anywhere. The pipeline normalizes them into a single queue with full conversation history attached.

Interpretation

Classify, score, enrich

Each ticket is parsed and stamped with structured attributes. Customer history, product context, and prior tickets are pulled in automatically.

Solution

Match against grounded knowledge

Retrieval over your KB, prior resolved tickets, runbooks, and product docs. Every candidate answer comes with citations and a confidence score.

Action

Auto-resolve or route with a draft

Above the confidence threshold, AI replies, executes the resolution (refund, plan change, password reset), and closes the ticket. Below it, the right specialist gets the case with a drafted answer they can edit and send.

Verification

Closed-loop quality

Every resolution is checked. CSAT surveys, follow-up reopen rate, and audit sampling feed back into thresholds and the KB itself — gaps surface as suggested articles.

Grounded answers

RAG over your existing KB, runbooks, and prior tickets. Citations on every reply.

Confidence-gated automation

You set the threshold. Below it, a human takes over — with a draft.

Backend actions

Refund, reset, swap, ship — AI executes via your APIs, not just answers.

Multi-language

Detect, translate, respond natively in 50+ languages.

Skill routing

Right team, right specialist, right shift — based on category, language, account value.

Voice + chat parity

Same intent model on transcripts, web chat, email, and messengers.

PII masking

Sensitive fields scrubbed before any external LLM call. Policy-as-code.

KB gap detection

Missed cases become drafted articles for your KB owners to publish.

Helpdesk-native

Bidirectional sync with Zendesk, Freshdesk, Intercom, Salesforce SC, ServiceNow, Jira SM.

SaaS

Hosted by us. Up in days. Enterprise isolation, SOC 2 infrastructure.

On-Premise

Your data center or private cloud. KB, transcripts, and PII never leave the perimeter. Air-gap compatible.

Hybrid

Sensitive context on-prem, frontier models in cloud. Policy-as-code routes data per step.

B2B SaaS

Tier-1 deflection on billing, plan changes, integrations. Engineers get the rest with full context.

E-commerce

Order status, returns, refunds resolved end-to-end via your OMS APIs.

Telco & Utilities

High-volume billing and outage queries. On-prem deployment for regulated data.

Financial services

Card disputes, statement questions, KYC follow-ups. Air-gap deployment, full audit trail.

Travel & hospitality

Booking changes, cancellation policies, loyalty queries — multi-language, 24/7.

Healthcare

Appointment, prescription refill, and benefits questions. HIPAA-ready on-prem.

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