Concept study — not a client engagementAI customer service system
Relay
A support console where AI drafts grounded replies from the help center, resolves simple requests and hands off cleanly to people.
support.example.com
Order arrived damaged
2m ago
Change billing email
8m ago
API rate limits?
14m ago
Cancel subscription
21m ago
My order arrived with a cracked case. Can I get a replacement?
Drafted replyConfidence: high
Sorry about that! Damaged items qualify for a free replacement within 30 days. I've started one — you'll get a prepaid return label by email.
[1] Returns policy[2] Replacement flow
SendEditHand off to agent
- Platforms
- WebMobile web
- Technologies
- Next.jsRAGHelpdesk APIsEvaluation suite
The challenge
Support automation fails when it guesses. This concept grounds every answer in approved documentation and makes the handoff to a person seamless.
Our approach
- 01Answers generated only from retrieved help-center content, with citations visible to agents.
- 02Confidence thresholds that route uncertain conversations to a human with full context.
- 03An evaluation suite of real-world question types run before every prompt or model change.
Architecture
- Channels
- Retrieval
- Reply drafting
- Confidence router
- Agent console
Have something similar in mind?
Let's scope the real version together.