Problem
Support agents switched across tools, repeated the same answers, and lacked a clean handoff and follow-up workflow for complex issues.
Solution
We built AI answering, ticket routing, cited knowledge sources, and human takeover into one support workspace.
Value
Standard questions are answered automatically, complex issues enter the ticket queue, and managers can review recurring issues to improve the knowledge base.
Integrated support Q&A, ticketing, and knowledge operations
The system is designed around daily support workflows, connecting intent detection, retrieval, ticket creation, handling records, and review metrics instead of only adding a chat box.
Delivery scope
- AI answer panel with cited sources
- Ticket status, owner, priority, and SLA fields
- Recurring-question analytics and knowledge update reminders
- Human handoff, satisfaction feedback, and abnormal-session flags
Outcome
Agents can answer and follow up on one screen, while managers see knowledge gaps and reduce dependence on individual experience.