Support Resolution Agent
by Katexs
Answers from your knowledge base, escalates only when needed.
Overview
Most support tickets are repetitive — password resets, order status, policy questions. This agent resolves them instantly from your knowledge base, only escalating when human judgment is needed. It cuts ticket volume by 60%, improves response times to seconds, and keeps your support team focused on complex issues.
What it handles
- Answers common questions from your knowledge base in real time
- Handles password resets, order lookups, and policy inquiries
- Guides users through troubleshooting steps step by step
- Escalates complex or emotional issues to a human with full context
- Updates the knowledge base when new issues are identified
Channels
ChatEmail
Integrations
ZendeskIntercomFreshdeskZapier
Workflow
- 01
Ticket Received
Customer submits a question via chat or email.
- 02
Knowledge Base Search
Agent scans your help docs and delivers the answer instantly.
- 03
Guide or Resolve
Simple issue resolved. Complex issue escalated with full transcript.
- 04
Learn & Improve
New issues flagged for knowledge base updates; deflection rate tracked.
What you'll need
- Knowledge base with FAQs and troubleshooting guides
- Escalation rules by issue type and sentiment
- Support ticket system integration