Concept System
AI Customer Operations
A design for classifying support requests, answering from a company knowledge base and escalating with full context.
Details
Problem
Support staff spend much of their time on repeat questions, and escalations arrive without context.
Existing workflow
- Request arrives by email or chat
- Agent reads it and searches documents
- Agent replies, or forwards to a colleague
- Outcome is rarely categorised
System architecture
- Inbound channelEmail, chat or WhatsApp.
- ClassifierTopic, urgency and account context.
- Knowledge retrieval (RAG)Answers grounded in your own documents, with sources.
- Resolution or escalationAnswer directly or hand over with a summary.
- AnalyticsTopics, resolution paths and gaps in documentation.
AI components
- Request classifier
- Retrieval over company knowledge
- Answer with citations
- Escalation summary
Integrations
- Helpdesk
- Knowledge base
Automation
- Ticket creation
- Routing
- Escalation with context
Analytics
- Topics by frequency
- Escalation rate
- Unanswered questions
Outcome
A concept for evaluation. It has not been deployed for a client and states no results.
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