Use case
Customer Support Bot
A support bot that answers with grounded context, routes to the right workflow, and hands off cleanly when confidence drops.
Operating context
- High-volume inbound across chat, email, and internal ticketing
- Uneven knowledge quality across docs, macros, and tribal context
- Risk of confident-sounding wrong answers
- Need for accountable actions: refunds, replacements, cancellations
Solution flow
- Intent detection and policy routing
- Grounded answer path (knowledge + citations when required)
- Tool path (actions with approvals, logs, and replay safety)
- Escalation path (handoff packet: summary, evidence, next best action)
Target KPI
Resolution rate with confidence gating
Target KPI
Escalation quality (handoff completeness)
Target KPI
Tool success rate with approvals
Target KPI
Containment without risky deflection
Outcomes board
- Faster triage with clean routing
- Grounded, policy-aligned answers
- Safe tool actions and clear audit trails
- Human agents receive structured context, not chat transcripts