AI Customer Success

A support agent that guesses is worse than no agent, so the design starts with what it is allowed to say. The knowledge base is scoped to documents we control and can update, and the agent is instructed to answer from that context or say plainly that it does not know rather than infer. Escalation is a first-class path, not a fallback: billing questions, account changes, anything touching a payment, and any message showing frustration route to a person with the conversation attached, because a customer who has explained a problem twice is a customer you are losing. Conversations are logged with the retrieved context alongside the answer, which is what makes a wrong reply diagnosable instead of mysterious. Personally identifying information is kept out of prompt logs. Coverage is measured by the questions the agent could not answer, not by the ones it could, because the gap list is the roadmap and the success list is only reassurance.

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