Support Bots

The value of a support bot is not deflection for its own sake — it is answering the routine question at eleven at night so the lead does not go elsewhere by morning. Pricing, availability, turnaround, coverage area: a handful of questions account for most inbound volume in nearly every business.

We train on the client's real documentation and past tickets, then set explicit boundaries on what the bot may answer. Anything outside that scope hands off to a human with the conversation attached rather than improvising. A confidently wrong answer about pricing or policy costs more than the ticket it saved.

For agency engagements the escalation rules are agreed with you before launch and reviewed monthly against real transcripts. Anything the bot handled badly becomes training data, and anything it should never attempt gets an explicit block. You see the conversation logs; your client sees a support channel that works at midnight.