Onboarding and first steps
How to connect, how to configure, what an integration needs. From your documentation, with the specific page named.
Industry
Setup questions you answer for the tenth time
In software as a service the documentation usually exists and is good. The problem is that the customer does not read it, they write instead. The agent reads it for them and quotes the right paragraph.
Four areas
Plan limits
What the plan includes, where the allowance ends, what happens after. The questions that decide an upgrade.
Invoices and billing
When issued, how to change the details, how to download. Changing invoice data goes through a confirmation card.
Cancellation and pause
A leaving conversation is a chance to learn the reason. The operation itself does not run without human consent.
A sample conversation
A demonstration conversation, based on documentation loaded into the knowledge base.
Customer
I get an error when connecting my domain. What am I doing wrong?
Agent
The usual cause is a missing verification record in DNS. The guide asks for a TXT record named _verify with the value from the panel, and propagation can take up to an hour. Source: Documentation, Connecting a domain.
Customer
I added it, but it still does not work.
Agent
Then this needs a check on our side. I am passing the conversation to the team together with your domain and this exchange.
documentation lookupsource citationhandoff to a human
How many tickets already have an answer
In software as a service the share of repeat questions is often higher than in retail, because the documentation covers most cases.
Questions about status, policy, setup and pricing, where the answer already exists somewhere in your company.
0
conversations a month taken by the agent
0
team hours returned to other work
Calculated on your figures. Change the values above to see your own case.
Why this will not break support
- Answers only from your content
- The citation gate acts before the customer sees the first character. An answer without coverage is rejected whole and the conversation goes to a human.
- Operations only with human consent
- A data change becomes a confirmation card. There is no path by which the agent performs it alone.
- A trace on every turn
- The audit log records what was retrieved and what was decided, after sensitive data is redacted.
- Your data separated from everyone else's
- Organisation scope is a condition of the knowledge base query, not a filter over its result.
Your documentation is already written
Import it from a URL and see how many tickets the agent closes without the team.