Support assistant

A front-line assistant that clears the routine questions filling your support queue, and escalates the rest to a person with the full thread in hand.

What it does

• Answers common questions end to end, drawing on your help docs and policies
• Detects when a request needs a human and hands it off with full context
• Works across the channels you use — web chat, email, or messaging
• Keeps a consistent tone and stays within the rules you set

Common requests it handles

• How do I reset my password or change my plan?
• What's your refund or shipping policy?
• Why isn't my account working?

Recommended models

An open model like Llama or Qwen handles support Q&A well and keeps customer data in-house; Gemma is a solid lightweight default for self-hosted setups. For high-stakes phrasing or many languages at once, a frontier API model (GPT or Claude) adds headroom.

Tuning tips

• Feed it your real help docs and past tickets so answers match your policies
• Set a clear escalation rule for refunds, complaints, and anything account-sensitive
• Start in suggest-to-agent mode, then enable auto-resolve once you trust it

What we need from you

• Your FAQs, help docs, or past tickets
• Your tone and any do/don't rules
• Access to the channels it should cover

Good for

• Teams drowning in repetitive tickets
• Out-of-hours coverage
• Scaling support without scaling headcount

Options

• Auto-resolve or suggest-to-agent
• Channels: web chat, email, messaging