Inbound
Support calls answered from your own documents
Point it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
Incoming call
What this is for
Support scripts rot. Somebody writes the answers into a call flow, the product moves on, and the flow keeps saying the old thing until a customer complains loudly enough. Grounding the agent in your actual documents changes that arithmetic. The answer changes when the document changes, and the questions you have no document for show up as gaps instead of getting quietly improvised.
How it answers a support call
- 01
Works from your material
Point it at your help centre, your policies, your product documentation. Answers come from that, not from a script maintained separately inside the call flow.
- 02
Asks the clarifying question first
A warranty question depends on what happened. A returns question depends on when. It narrows before it answers instead of reciting the general policy at everybody.
- 03
Says when it does not know
Where the material gives it no grounds, it says so and hands over. An unanswered question becomes a transfer, not an invention.
- 04
Leaves a reviewable record
Recording, transcript and outcome on every call. The questions your documentation does not cover stop being anecdotes and start being a pattern you can see.
Related
- Order status callsIt looks the order up while the caller is still talking, tells them where it is, and changes the delivery if that is what they wanted.
- AI call routingA caller says what they want in their own words and lands in the right place. No menu tree, no "press 4 to hear these options again".
- BPO and contact centresAbsorb the repetitive tier-one volume so agents get the calls that need a person, and keep the recording and transcript for every one.
- AI answering serviceNights, weekends, and the twenty minutes everyone is in a meeting. It takes the message, captures the details, and gets it to whoever needs it.
Inbound support: common questions
What material can I give it?
Help-centre articles, policy documents, product specifications, and the internal notes you would hand a new starter on their first morning.
What stops it making something up?
Two things. The flow decides what it is allowed to answer at all, and anything outside that routes to a person. Then the transcripts let you check, which matters more than the assurance does.
How do I know if it is answering badly?
Read the calls that ended in a transfer. That is the fastest route to the holes in your own documentation, and it is a filter over the call records rather than a report you have to commission.
Can it do more than answer questions?
Yes. The same flow can look a record up, change a booking or start a return, so a call does not have to end at information.
Does it replace tier-one support?
It absorbs the repetitive part. Your people get the calls where a person changes the outcome, and you keep a full record of the ones they did not have to take.
Still stuck? Talk to our team.