Find relevant guidance
Bring approved product information, procedures and articles into the workflow.
AI-Assisted Customer Support
Help your people get to a useful reply.
Help support staff find information, prepare replies and summarise conversations.
Use your service guidance and escalation process, with people reviewing replies before customers receive them.
Support for the work behind the reply
Prepare a draft
Draft around the customer’s question and your preferred tone.
Prepare the handover
Summarise the conversation and open points for the next person.
Keep judgement close to the customer
Focus on what the customer asked, what was promised and whether the issue needs escalation.
Test representative enquiries and agree how staff check accuracy, context and tone.
What changes for you: Support staff spend less time searching and starting replies from scratch.
Frequently asked questions
FAQs
Is this the same as a customer-facing chatbot?
No. This service assists your support staff. Customer-facing assistants are covered separately under AI Agents & Chatbots.
Can responses follow our service policies and tone?
We use your approved guidance and test representative examples. Staff check that each suggested reply fits the situation.
How is customer information handled?
Before implementation, agree the information, tools, access and retention settings in the project scope.
Your next step
Give support staff a better starting point.
Tell us which enquiries take the most searching, drafting or handover work.