AI Agent
Understand how the AI-powered support agent works and how it can help your customers.
Articles
AI Agent Overview
The AI Agent is your 24/7 support assistant that answers customer questions using your knowledge base content. It provides instant responses, only escalating to your human team when it can't help.
AI Escalation to Human Support
When the AI Agent can't help a customer, it gracefully escalates to your human support team. This ensures customers always get the help they need.
AI Source Citations
When the AI Agent answers questions, it cites the knowledge base articles it used. This transparency helps customers verify information and explore topics in depth.
Internal Knowledge
Internal knowledge lets you enhance your AI agent's responses with private content that doesn't need to appear in your public knowledge base. Use it to train the AI on edge cases, internal policies...