Systems
Zendesk, Intercom, HubSpot, email, CRM, knowledge bases, order systems, and product documentation.
Customer operations
Answer routine questions faster. Make difficult cases more visible.
The useful system is not a chatbot that invents confidence. It retrieves approved evidence, drafts an answer, records what it used, and sends ambiguity to the right person.
Classify
Identify intent, urgency, customer, product, sentiment, and required authority.
Retrieve
Search current policies, account context, product records, and approved knowledge sources.
Draft
Prepare a response with source links and visibly mark missing or conflicting evidence.
Escalate
Route refunds, safety issues, legal concerns, angry customers, and uncertainty to named owners.
Human boundary
Refunds, concessions, policy exceptions, legal or safety topics, relationship risk, and any low-confidence answer.
Pilot measures
First response, resolution time, escalation quality, re-open rate, unsupported answers, and review effort.
Start with one request class
Pick a frequent queue with known source material.
We test retrieval and escalation quality before expanding automation.