Use Case
Customer Support Copilot
Audience: CX leaders and support ops
OperationsCX
Problem
Agents juggle complex policies and long backlogs, creating inconsistent responses and long handle times.
Solution
Policy-aware assistant that drafts responses, cites knowledge bases, and escalates exceptions with guardrails.
What we build
- • Retrieval over policies and macros
- • Response drafting with confidence cues
- • QA queue with human approval
- • Analytics for coverage and gaps
Integrations
- • Zendesk or ServiceNow
- • Knowledge bases (Guru/Notion/Confluence)
- • Slack for approvals
- • Observability + logging
Success metrics
- • Handle time reduction target
- • Policy compliance adherence goals
- • Agent satisfaction signals
Timeline
3–6 weeks depending on policy complexity
Guardrails
- • PHI/PII redaction filters
- • Escalation for low confidence
- • Audit log of prompts and outputs
Next step
Want this in production?
We'll map this use case to your stack, governance needs, and rollout plan.