Company AI Brain for Customer Support
Resolve more requests with reliable answers and clear escalation.
Connect customer history, product knowledge, support conversations, known issues, policies, and operational context so support teams can respond faster without losing human judgement.
Tell us how your support team worksCompany AI Brain for Customer Support
In practice
Full Workflow Examples
End-to-end paths through Customer Support — from signal to improvement, with human control where it matters.
- Signal
- Understand
- Recommend
- Approve
- Execute
- Monitor
- Learn
- Improve
01
Customer request to sourced resolution
- Signal: A customer reports a problem or submits a support request.
- Understand: Brain reviews account history, prior conversations, product activity, known issues, policies, and engineering status.
- Recommend: Identifies the likely cause, drafts a sourced response, and checks whether the request fits approved automation rules.
- Approve: Auto-resolves only within approved low-risk rules. Anything outside those rules waits for an agent to update or confirm.
- Execute: Sends the approved response or completes the approved resolution, then updates support and customer records.
- Monitor: Tracks unresolved items, follow-ups, and customer reply after resolution.
- Learn: Notes which request types resolved cleanly versus needed more evidence.
- Improve: Strengthens knowledge and automation rules for those recurring low-risk types.
RequestDiagnoseSourceResolveFollow upStrengthen02
Sensitive case to human-handled close
- Signal: A request involves refunds, legal risk, sensitive accounts, uncertainty, or commitments outside automation rules.
- Understand: Brain packages account context, likely cause, sources, and a recommended reply without sending anything yet.
- Recommend: Proposes resolution steps and the correct team or owner for human handling.
- Approve: Support agent updates or confirms before any customer-facing reply or commitment is made.
- Execute: Escalates with evidence, notifies account owners when needed, and applies the agent-approved response.
- Monitor: Tracks time to human response and whether the case closes cleanly.
- Learn: Captures what made the case sensitive and what evidence agents still needed.
- Improve: Updates escalation prompts and evidence packs for similar sensitive cases.
FlagPackageApproveEscalateCloseUpdate prompts03
Repeated issues to product learning
- Signal: The same problem keeps appearing across customers or tickets.
- Understand: Brain groups related tickets, customer examples, product context, and estimated impact.
- Recommend: Prepares a concise learning package for Product and Engineering with suggested next questions.
- Approve: Support lead / agent updates or confirms the package before it is routed as a formal learning item.
- Execute: Creates the product or engineering issue, routes the package, and links related tickets.
- Monitor: Tracks whether the theme is acknowledged and whether related ticket volume changes.
- Learn: Notes which clusters were noise versus real product problems.
- Improve: Tightens clustering rules and the learning package format for the next theme.
ClusterEstimateApproveRouteTrackTighten
Intelligence becomes valuable when it improves what happens next.
The Department Cycle
Know. Decide.
Act. Trust.
Every workflow in Customer Support runs through a complete intelligence cycle, from signal to improvement, with human control where it matters.
Know
- Understand the customer and account
- Summarise previous interactions
- Retrieve relevant product information
- Identify known issues
- Find approved policies and procedures
- Classify the request
- Detect repeated support themes
- Identify urgency and sentiment
- Connect customer problems to product and engineering information
Decide
- Recommend the correct response
- Identify the likely cause
- Recommend resolution steps
- Decide whether the request fits approved automation rules
- Identify when escalation is required
- Recommend the correct team
- Prioritise issues by impact
- Identify support themes that need product attention
Act
- Prepare sourced responses
- Resolve approved low risk request types
- Update support and customer records
- Request missing information
- Create product or engineering issues
- Escalate sensitive requests
- Notify account owners
- Prepare customer updates
- Draft knowledge articles
- Publish approved help content
- Monitor unresolved requests
- Follow up after resolution
Trust
- Show sources for recommended responses
- Display confidence where appropriate
- Limit automation to approved low-risk request types
- Require approval for refunds, sensitive accounts, legal issues, or significant commitments
- Protect customer information
- Maintain full response and action history
- Allow agents to edit or take control
- Escalate uncertain answers
- Prevent unsupported promises
Categories only
Systems Connected
- Support systems
- Customer systems
- Product systems
- Engineering systems
- Knowledge systems
- Communication systems
- Billing systems
- Task systems
- Analytics
- Databases