Answers with sources.
People in control.
A support copilot grounded in the knowledge your team already owns.
Good answers.
Grounded in your data.
Suggested response · Agent approval requiredThe challenge
Support knowledge lives across help articles, internal docs, and resolved tickets. Agents switch between tabs, while generic AI tools can confidently suggest outdated or irrelevant answers. This concept brings verified knowledge into the support workflow.
The proposed system
A retrieval-based copilot prepares answers from approved sources and includes citations. Access controls apply before retrieval, and a support agent reviews the response before it reaches a customer. When evidence is weak, the assistant asks for clarification or escalates.
- Permission-aware retrieval from versioned, approved knowledge.
- Inline citations and an explicit insufficient-evidence fallback.
- Agent feedback, evaluation datasets, and escalation controls.
How we would validate it
Create a benchmark of real support questions with expected references and answer criteria. Evaluate groundedness, retrieval relevance, and appropriate refusal. Run alongside existing workflows before enabling any customer-facing automation.
The intended outcome
The target is faster knowledge retrieval with better consistency and clear accountability. All interface content and scenarios are illustrative; performance depends on a real pilot.
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