Customer Support
Support Q&A Agent
Answer repetitive questions from retrieval over your own data, and leave the genuinely hard ones to humans.
Private inferenceHybrid retrievalRerankingSource attributionHuman hand-off
The Problem
Repetitive tickets eat up agent hours and response times swing with staffing. Product docs, past tickets and FAQs live in different systems, so ramp-up is slow and answers vary from agent to agent.
How We Build It
- 1Parse past tickets, product docs and FAQs into one index, preserving section structure
- 2Hybrid retrieval (vector plus keyword) followed by reranking to keep recalled context accurate
- 3Require source citations in every generated answer so agents and users can verify
- 4Route to a human with a conversation summary when confidence is low or the topic is sensitive
Core Technologies
- Private inference
- Hybrid retrieval
- Reranking
- Source attribution
- Human hand-off
Metrics We Recommend Tracking
Actual numbers depend on your data volume and how the process runs today — we establish a baseline during scoping, then measure against it.
First response time
Human hand-off rate
Share of answers carrying a citation
Average handling time after hand-off
Wondering whether it works for you?
Walk us through the process. We will tell you whether automation is worth it and where the bottlenecks are.