Repeated questions
Guide customers through agreed answers without losing the route to human help.
CUSTOM-BUILT SOLUTION
AI support desk
Useful answers. A clear route to a person.
Help customers find answers in your approved support content and give your team the context to handle the rest. Offchain scopes a custom support assistant around your questions, channels and review rules.
Custom scoped. Channel support and integrations are confirmed before implementation.
DESIGNED AROUND YOUR TEAM
WHERE IT FITS
A practical starting point.
A complex request
Prepare a summary and relevant context for the person taking over.
WORKFLOW MAP
How the workflow can work
Illustrative workflow. The final steps and supported platforms are confirmed during scoping.
- 1
Customer asks
Capture the question and necessary context.
- 2
Find approved content
Retrieve information allowed for this conversation.
- 3
Prepare an answer
Use the evidence and identify missing details.
- 4
Apply review rules
Route sensitive or uncertain replies to a person.
- 5
Reply or hand off
Return the approved response or a useful escalation summary.
POSSIBLE BUILD SCOPE
The pieces your project can include.
Knowledge grounding
Organise approved help content and define how answers reference it.
Conversation experience
Design the enquiry, clarification and escalation states for the agreed channel.
Review and handoff
Set which replies can be answered directly and which require a person.
Connected next steps
Scope ticket creation, enquiry routing or follow-up drafts where supported.
Evaluation examples
Test known questions, missing information and requests outside the assistant’s remit.
SCOPE TREE
The pieces we scope together
AI support desk
Customer experience
- Question intake
- Answer and clarification
- Human handoff
Knowledge and controls
- Approved sources
- Review rules
- Evaluation cases
Connections
- Supported helpdesk/API
- Routing and status
YOUR PROJECT BRIEF
Bring these to the first conversation
- Typical questions and approved answers
- Knowledge sources, owners and update process
- Channels, helpdesk and available integrations
- Escalation owner and review requirements
Can it answer every customer question?
No. Define its remit and fallback behaviour. Missing evidence, exceptions and consequential decisions need an appropriate human route.
Will it work with our helpdesk?
Share your current tools. API access, permissions and channel limitations are checked before an integration is included.
Is this a ready-made subscription?
This is a custom-build starting point. Content preparation, implementation, testing and any ongoing support are scoped for your needs.
CONNECTED CAPABILITIES
Shape it around your business.
Share your starting point. We will agree scope, platform fit and acceptance criteria before proposing the build.