Support questions answered before they become tickets
A retrieval assistant on the help centre and inside the product, grounded in your own articles.
Ticket volume grows with customers, not with complexity. A large share of it is the same twenty questions, answered by people who could be doing harder work.
How we would approach it
Inventory the help centre, policy documents and the last six months of resolved tickets
Index with permissions attached, so internal pricing never surfaces to a customer
Answer only from retrieved text, with a link to the article the answer came from
Decline below a relevance threshold and offer a person rather than improvising
Report every unanswered question back as a content backlog
What we would measure
Agreed at the start, reported against honestly. If a measure is not worth arguing about now, it is not worth reporting later.
- Share of sessions resolved without a ticket
- Rate at which the assistant declines
- Questions with no source content
- Handoff rate and post-handoff resolution time
Capabilities involved
If the knowledge base is stale or contradicts itself, fix that first. A retrieval system cannot resolve a contradiction; it will confidently pick one side.
Have something worth building?
Tell us the constraint you are working against. If we are not the right people for it, we will say so.
Or write to connect@jannex.in