A question gets a type, risk level, draft reply and escalation rule.
The first goal is safer support work, not full AI autonomy.
1Questionemail, form or chat message
2Typesimple, urgent or difficult
3DraftAI prepares a safe reply
4Humanapproves or escalates
When it fits
Good first support processes.
- The same questions return several times a week.
- People answer from memory instead of one answer base.
- Urgent and difficult cases mix with simple questions.
- There are no rules for escalation to a human.
Question map
We classify recent questions and define what AI may draft.
Answer base
Repeated answers become templates with escalation rules.
Human control
Complaints, disputes and sensitive cases stay with a person.
Want to reduce repetitive manual replies?
Start with the last 20 customer questions.