.svg)
An AI assistant for customer service that answers customer questions from your actual knowledge base, handles the requests your team resolves the same way every time, and hands off to a human when it should — with the full conversation attached. Not a generic chatbot. An assistant trained on what your team knows.
Here is what the build includes.
What's in this build
Answers grounded in your documentation. The assistant draws from your knowledge base, help articles, and product guides — not a language model's general knowledge. When a customer asks about their specific plan, product, or issue, the answer comes from your content. The source is cited. If the answer is not in your documentation, the assistant says so and escalates.
Routine request handling without a ticket. Account changes, order status, access requests, billing questions, basic troubleshooting — the assistant handles the interactions your team resolves the same way every time. Customers get a resolution. Your team handles the cases that actually need them.
Escalation that carries the trail. When a conversation needs a human, the handoff includes everything: what the customer asked, what the assistant tried, what the customer's account looks like. Your team picks up from context, not from the beginning.
A knowledge base your team controls. When a product changes or a policy updates, the team that owns support updates the content directly — no engineering ticket, no retraining cycle, no lag between what your team knows and what the assistant says.
Configured for your workflows, not a generic deployment. Escalation rules, response tone, topic boundaries, and handoff triggers are all configurable in a visual builder. You decide what the assistant handles, how it responds, and when it steps back.
How it's set up
Connect your existing knowledge base and help content, configure the assistant's behavior and escalation rules, and deploy at your support touchpoint — portal, website, or embedded in your product. When content changes, update it once and the assistant reflects it immediately. No retraining. No separate AI system to maintain alongside your knowledge base.
Who runs it
Customer service and support operations teams accountable for deflection rate, first-response time, and customer effort. The team that owns support content owns the assistant — they update what it knows and how it behaves without an engineering dependency.
Where this fits
This is the AI Agents and Assistants capability, configured for customer service. The solution page covers the capability in full; this page is the specific build. For the strategic context: AI in customer service.