PROPOSED PROJECT
Customer Support Assistant
Answer questions from your audience using current help pages about your products and ideas. Show where each answer comes from and pass questions to your team when needed.
Where are the care instructions for Transit 24?
Use the Transit 24 care guide linked to product record R-021. That guide is listed in the current product help record.
Can you change the delivery address on my order?
I can pass along the context. No account change has been made.
An answer should
show its working.
A retailer wants a product-support assistant for exact-model guides and published help content. The example retrieves the current Transit 24 care document, then hands an address-change request to the existing support system without pretending it has modified the order.
WHAT IS USUALLY DONE
A support chatbot can answer from help pages and link to its sources. It can still use an old article, confuse similar products, or answer a request that needs a member of staff to change an account.
WHAT SOVRUN CAN DO FOR YOU
Sovrun would build an assistant for questions from your audience about your products and ideas. It checks that the help page is current, matches the right product, and supports every statement in the answer. If information is missing or conflicts, it passes the question and conversation to your support team. The first version includes test questions and a way to check answers again when your help pages change.
Support can see
what happened.
The first version includes the customer assistant, the sources behind its answers, and conversation notes for your team. We also test what happens when help pages are missing, outdated, or disagree.
Use the current source.
- Exact product or topic
- Active document version
- Evidence for each claim
- Ask staff when unsure
Traceable to v04.
- Source
- Current help guide
- Old version
- Excluded
- Review owner
- Support lead
Check answers again when a help page changes.
Pick up the conversation.
Can you change the delivery address on my order?
- Account action
- Not performed
- Context
- Question + prior answer
- Destination
- Existing support route
How we’d make it happen.
Curate
Resolve conflicting versions, attach product identifiers, and define which requests require a person.
Build
Find current help pages, check every statement in the answer, and include the conversation when staff need to take over.
Evaluate
Test unsupported questions and stale sources, then rerun the same cases after every help-library update.
Where AI helps
We compare search and answer-writing tools using real support questions. AI drafts answers from the relevant help pages; the software controls which document versions and account actions are allowed.
What people approve
Support owners approve the active source set, response scope, and escalation route. They review stale-source, missing-answer, ambiguous-product, and instruction-override cases before public use.
What we’d need to start
- Current help pages, with document versions and owners
- Sample customer questions with reviewed answers
- Topics the assistant may cover, actions it may take, and the support team to contact
How we’d test it
Test with questions the assistant has not seen before. Check that answers are supported, links are relevant, old pages are excluded, and requests needing staff reach the right team. Review invented statements and attempted account changes individually.
This is a proposed project, not completed client work. The visuals and numbers show example outputs, not measured results.
Work,