The same forty questions, every week
Your team answers the same things over and over, the answers live in five places, and the person who knows the exception is on leave.
What it looks like from the inside
Support queues fill up with questions that have answers. They are in a contract, a policy document, a spreadsheet somebody maintains, and in the head of the one person who has been there longest. The cost is not only the time. It is that two agents give two answers to the same question, and nobody finds out until a customer quotes one back.
An assistant helps here only if it answers from your material and shows where each answer came from. Anything else moves the problem: now you have a confident answer nobody can check.
- Answers differ depending on who picks up the ticket
- The policy exists, and finding it takes longer than replying
- New staff take months to be useful because the knowledge is oral
- Nobody can say which questions actually arrive most often
What we do about it
Find out what is really being asked
We start with your own tickets rather than a guess. The list of what arrives most often usually surprises the people who answer it.
Ground the answers in your documents
Hybrid search over your contracts, policies and past replies, with a citation on every answer so an agent can check it before sending.
Decide what it may not do
The assistant drafts and cites. Anything that commits the company, such as a refund or a date, stops for a person.
Measure it against real questions
An evaluation set built from your queue, scored before launch and on every change, so improvement is a number rather than an impression.
What you end up with: an assistant your team uses inside the tools they already have, an evaluation set drawn from your own tickets, and a score you can track
The services this draws on
Other weeks that are not working
Does this sound like you?
Send a paragraph about how it shows up in your week. We reply within two working days with questions, a rough shape, and an honest answer on whether we are the right people for it.
Start a project