Understand the friction.
A support team answers recurring product questions while complex requests compete for attention in the same queue.
Connect the right information.
Review common questions and the quality of existing knowledge. Separate answers that can be retrieved reliably from those that need judgment or account access.
Build a focused first version.
Build an assistant around approved content with explicit escalation routes. Give agents conversation context when a request moves to a person.
Prove the flow before expanding.
Run a supervised pilot. Review answer quality, failed retrievals, and handoff completeness before extending the scope.
What we would evaluate.
- Answer review quality
- Escalation completeness
- Time spent per request
Targets would be agreed after establishing a baseline. These are evaluation criteria, not reported results.