Give support teams a useful draft before they start searching.
Bring approved answers, customer context, and ticket history into the support workflow. The agent sorts requests, prepares replies with source references, and hands sensitive or uncertain cases to a person.
- Answers scattered across sources
- Long ticket histories to read
- Relevant context and sources together
- A draft reply ready for review
- Faster reply preparation
- More consistent answers
- Clear escalation to people
Best for: Helpdesk and internal support teams answering repeat questions across products, policies, and customer records
What you get
- Knowledge and access map
- Ticket classification and draft-reply workflow
- Human review and escalation paths
- Representative test set and support runbook
Scope & integrations
- Classify requests by issue, urgency, and responsible team.
- Retrieve answers from approved knowledge and permitted customer records.
- Summarize ticket histories and draft replies with supporting sources.
- Route low-confidence and sensitive requests to an agreed owner.
When this helps
- Staff repeatedly search for product and policy information.
- Similar questions receive inconsistent answers.
- Senior colleagues spend time on requests that could be prepared for review.
How we measure the difference
We record the starting point and agree targets with you before the pilot.
- First-response time
- Handling time per ticket
- Draft acceptance and edits
- Correct escalation of sensitive cases
Control at launch
Replies stay in draft at launch. Refunds, pricing promises, and account changes need explicit human approval.
How the work happens
01Choose request types and sources
Select repeat questions, approved resolutions, and the records the agent needs.
02Prepare replies for review
Connect the sources and ticket context, then configure classification, drafts, and escalation.
03Compare against resolved tickets
Check answer quality, source use, and escalation before your team relies on the drafts.
Common questions
Can it use knowledge outside Odoo?
Yes, where your access and hosting allow it. We connect only the sources required for the agreed support questions.
Will it send replies automatically?
The first deployment prepares drafts for people to check. Any later sending authority is a separate decision based on measured results and agreed limits.
What if there is no reliable answer?
The request goes to a person with the available context. The agent should identify the missing information instead of filling the gap with an unsupported answer.