Service
Customer service copilots
Give support agents a grounded copilot that drafts responses from your own knowledge base, with citations, so customers get faster and more consistent answers.
The problem
What this fixes.
Built for Customer operations and contact-centre leaders under pressure to cut handle time without cutting quality or compliance.
Agents hunt across wikis, policy documents and past tickets to answer routine questions.
Answer quality varies by agent tenure, and policy changes take weeks to reach the floor.
Generic chatbots answer confidently from nothing and erode customer trust.
How we deliver it
From problem to production.
01
Ground
The copilot answers only from your approved knowledge base, with a citation to the source for every claim.
02
Assist
Agents get a drafted response they can edit and send, keeping the human in control of the customer relationship.
03
Escalate
When the knowledge base cannot support an answer, the copilot says so and routes rather than inventing one.
04
Learn
Unanswered questions feed a content backlog so the knowledge base improves where it actually fails.
Outcomes
What good looks like.
0%
Reduction in average handle time
0%
Faster ramp for new agents
0%
Answers carrying a verifiable citation
Indicative ranges drawn from comparable engagements, measured against a pre-AI baseline. Your figures are set and tracked from your own data during delivery.
What you get
Shipped, owned, documented.
Every engagement hands over working software in your repositories, with the evidence to run and audit it.
Retrieval-grounded agent copilot with citations
Approved knowledge-base ingestion and refresh pipeline
Escalation and routing logic for unsupported questions
Quality and grounding evaluation harness
Content-gap reporting for the knowledge team
Questions
What buyers ask first.
By default it assists the agent, who reviews and sends. For well-bounded, low-risk queries it can answer directly behind a confidence threshold you set. We recommend starting agent-assist and expanding only where the evaluation evidence supports it.
It is grounded to your approved knowledge base and instructed to abstain and route when the source material does not support an answer. An honest 'I cannot answer that' is the behaviour we engineer for, not a failure.
Capabilities behind it