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Customer experience

Automate customer support with grounded AI

You automate customer support reliably by answering from your own policy and help documents, keeping the reply on-brand, and escalating to a human when the documents do not cover the question, rather than letting the model improvise. The demo below takes a customer message plus your policy and returns an accurate, grounded reply.

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Policy-Grounded Support Reply

Customer message plus your policy in, an accurate on-brand reply out.
~41%
real resolution median, versus the 76-80% deflection often marketed
40%
fewer support tickets after grounded Q&A I built went live
Human-in-loop
escalates rather than improvising when the docs do not cover it

Why this matters now

Support is the loudest-funded AI category, but there is a wide gap between marketed deflection rates and real resolution, and the cautionary tale is well known: a major brand over-automated, cut hundreds of support agents, then publicly rehired humans for nuanced cases. Grounded and human-in-the-loop is what actually holds up.

How the reliable version works

  1. 1Retrieve the relevant policy and help-doc passages for the customer message.
  2. 2Draft a reply grounded strictly in those passages.
  3. 3Keep the tone and brand voice consistent.
  4. 4Escalate to a human when the policy is silent, instead of guessing.
  5. 5Log every interaction so quality can be scored and coached.

Common questions

Will an AI support agent make up policy it does not have?

Not if it is built correctly. The reply is grounded strictly in your policy and help docs, and when the docs do not cover the question it escalates instead of inventing an answer. Making up policy is the failure mode this design exists to prevent.

Does this replace support agents?

No, and the teams that tried full replacement walked it back. The durable pattern is AI handling the clear, policy-covered volume and humans handling the nuanced cases, with the AI drafting to speed them up. Human-in-the-loop, not human-out.

Can it check the quality of existing support conversations?

Yes. The support-QA demo scores a transcript against a rubric and returns coaching, which is how you keep an automated or hybrid support operation honest over time.

Related demos, work and services

Want this built properly for your product?

Tell me what you are building and where it is stuck. I reply within one business day with an honest read on whether I can help.

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