Saturday service operations
Resolve routine questions. Escalate the right cases.
Account access
Unable to reset MFA after changing phone
Priya Sharma • Enterprise plan • Case CX-1042
AI response draftReady for review
Knowledge control
Approved sources powering AI and teammates.
Public Help Centre
Setup, billing, account management and product-use articles visible to customers.
- Articles
- 186
- Last sync
- 8 min ago
- Answer use
- 42%
Internal Policies
Identity verification, refunds, escalations, security and support operating procedures.
- Documents
- 34
- Last sync
- 21 min ago
- Answer use
- 31%
Product Documentation
API, integrations, workspace administration and technical implementation guidance.
- Pages
- 242
- Last sync
- 1 hr ago
- Answer use
- 19%
Resolved Case Library
Reviewed historical conversations available only to the internal teammate copilot.
- Cases
- 1,420
- Last sync
- Yesterday
- Answer use
- 8%
Answer quality
Inspect what the AI used and where it struggled.
Quality review separates grounded responses, low-confidence drafts, escalations and unanswered questions.
Answer outcomes
Last 7 days68%AI resolved
- AI resolved68%
- Human handoff21%
- Unresolved11%
Priority knowledge gaps
7 detectedRegional tax calculation exceptions12 unanswered or low-confidence cases
API key rotation with zero downtime8 cases using partial information
Enterprise cancellation approvals6 automatic handoffs
Workspace export retention limits5 clarification requests
Routing and safeguards
Rules controlling AI actions and handoff.
Escalate suspected account compromise
Route cases mentioning suspicious sign-in, stolen credentials or unauthorised administrator access to the security queue.
Require review below 75% confidence
Keep low-confidence drafts in teammate review instead of sending an autonomous response.
Human approval for refunds and cancellations
Draft the response and collect context, but route the final decision to the billing team.
Route unsupported languages to multilingual support
Detect conversations outside configured AI languages and assign them to the relevant regional queue.
Support analytics
Resolution, confidence and handoff trends.
All values are illustrative and update in response to selected case actions.
Weekly support outcomes
CasesAI resolvedHandoffUnresolved