Reach the diagnosis
Find the steps that fit a product or a situation.
Support & customer relations
Automate customer support without losing the reins.
Automating customer support starts with helping advisers find the right procedure and draft an answer.
What you need
Automate customer support, without starting over on every request.
Support teams work through manuals, records and procedures to handle requests that are sometimes very alike. A well-structured trade base helps prepare consistent answers, which the adviser remains free to complete. Sensitive cases still go through a person.
Le socle de cet usage
Les connaissances à réunir
Notices produits, procédures de diagnostic, FAQ, politiques de retour et cas résolus préalablement nettoyés.
Comprendre la base de connaissancesIn your day-to-day
What automating customer support changes.
Harmonise the answers
Use the same references and policies across the whole team.
Enrich the support knowledge
Turn recurring approved cases into reusable content.
A concrete example
Automating customer support: from knowledge to answer.
Illustrative example: the real result depends on the sources, the model and the configuration.
Question ou consigne
« Mon appareil ne se connecte plus. Que vérifier ? »
L’assistant propose les étapes de diagnostic décrites dans la notice du produit. Le conseiller contrôle la version du matériel et le contexte avant d’envoyer sa réponse.
Getting started
Automate customer support on a first scope.
Organise the references
Keep products, versions and procedures apart to reduce ambiguity.
Assist the advisers
Test searching and drafting answers inside Narratheque.
Connect the support desk
Look into a connection to your ticketing tool, given its API and your rights.
The framework to plan for. Connecting to a helpdesk and sending answers automatically call for specific scoping. Client data must be minimised and access to it controlled. In every case, decide who approves the answers before they go out, how often the sources are refreshed, and what must stay out of scope.
Going further
Other uses of the same foundation.
Sites web & accueil
Website chatbot
Help your visitors find an answer and move on to the next step.
Explorer cet usageÉquipes & RHInternal assistant
Find a procedure, prepare a meeting or support a new joiner.
Explorer cet usageMétiers & automatisationAI agents
Give an agent a precise mission, with the right knowledge and clear limits.
Explorer cet usageFrequently asked questions
What you want to know about automating customer support.
Is the adviser replaced?
No. The answer is drafted, the adviser completes it and sends it. Sensitive cases still go through a person.
Do we have to connect our ticketing tool?
Not to begin with. A first scope can rest on the manuals and the procedures, before looking at a connection.
How do we measure what it brings?
Choose one indicator before you start: time to first reply, the share of requests handled without escalation, or the number of searches avoided. Also decide who rules when the drafted answer will not do: that is the point that keeps the method alive over time.
Where do we start without upending everything?
With one type of request, not the whole department. Pick the one that comes back most often, gather the manuals and the answers already approved, and measure time to first reply before and after. The rest follow once the method holds, on the same foundation and with no new setup.
Let us start simply
Let us see how to automate your customer support with your own data.
A first conversation to choose the corpus, the users and the scope worth having.
