Building the Knowledge Base
An AI agent is only as good as its documentation. Scrape your entire Zendesk help center, Notion docs, and Slack channels.
Index them into a vector database (like Pinecone) so the LLM can pull context instantly.
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The Handoff Protocol
The secret to good AI support is knowing when to shut up.
If the AI detects negative sentiment or is asked a question not in the vector database, it must instantly escalate the ticket to a human manager.
Key takeaways
- 1AI support agents reduce Tier 1 ticket volume by up to 70%.
- 2Do not connect the AI to billing actions directly; keep it focused on information retrieval.
- 3The 'handoff' to a human must be frictionless.
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