AI Support Deflection Layer
An AI layer that resolves the repetitive half of support from your real documentation — and escalates the rest with context a human can actually use.
47%
Tickets deflected
instant
First response
−38%
Handle time
0
Hallucinated answers
The problem
Support drowned in the same twenty questions, while genuinely hard tickets waited behind them.
What I built
Retrieval over the real docs and past resolved tickets, with a strict confidence floor: it answers only what it can cite. Everything else is escalated with a summary, the customer's history and a suggested resolution — so the human starts at minute five, not minute zero.
Architecture
5 stages- 1
Docs + resolved tickets → embedded knowledge base
- 2
Retrieval-grounded answers with citations only
- 3
Confidence floor → escalate rather than guess
- 4
Escalation includes summary, history and suggested fix
- 5
Weekly report on what the AI couldn't answer (docs gaps)
Stack
Got a process like this eating your team's week? Let's kill it.