AI Support Chatbot
Deflect routine tickets with an AI that answers from your knowledge base.
What the chatbot does
The AI support chatbot answers customer questions from your knowledge base to deflect routine tickets. It only speaks from the articles you point it at, and it hands over to a human when it is unsure or when the customer asks for one.
Setting it up
- Go to Autonomy → Chatbot.
- Choose which knowledge base articles the bot may draw on. Anything not selected is invisible to it.
- Set the tone and the greeting customers see.
- Set the handover rules — when confidence is low, when a customer asks for a person, or after a set number of unresolved turns.
- Enable the bot and save.
Where it appears
The bot serves the customer portal and your public knowledge base. Conversations it cannot resolve become tickets with the full transcript attached, so your team picks up with context rather than starting cold.
Keeping answers good
The bot is only as good as the articles behind it. If it gives a wrong answer, fix the article — not the prompt. Review deflected conversations regularly and write an article for anything it repeatedly failed to answer.
Tip: Start with a narrow set of well-written articles. A bot that says "let me get someone for you" is far better received than one that guesses.
Was this article helpful?