Can agents override answers?
Always. Agents edit, approve, or take over; the bot learns from corrections.
Knowledge Base Support Bot
Deflect tier-1 tickets by resolving how-to questions from your help center, with escalation when confidence is low.
~25% ticket deflection · Faster first response on backlog
Business problem
Support teams repeat the same answers while SLAs slip on complex cases.
Before
- • Search-first help center with low deflection
- • Agents copy macros manually
- • No learning from resolved tickets
After
- • Instant answers with doc citations
- • Auto-suggested replies for agents
- • Weekly gap report for missing articles
Workflow
- Sync help center and macros
- Classify incoming question
- Answer or suggest macro
- Escalate with transcript
- Feed gaps to content team