The problem
Support teams answer the same handful of questions over and over, and every one of them already has an answer written down somewhere in the docs.
The pattern that solved it at Panelist was not specific to Panelist. Any team sitting on documentation and a repetitive ticket queue has the identical problem.
What I built
- An embeddable widget that answers from a team's own documentation rather than from general model knowledge.
- Retrieval tuned for support content, where the right answer is usually one specific paragraph and not a summary of five.
- A handoff path to a human when confidence is low, because deflecting a ticket badly is worse than not deflecting it.
The hard part
Knowing when to give up and fetch a human. A deflection tool that answers confidently and wrongly costs more than the ticket it saved, because now the customer is annoyed as well as unhelped.
Outcome
In progress
Building on the pattern already shipped at Panelist
Answers from your docs
Not from general model knowledge
Escalates honestly
Hands to a human when it isn't sure
Stack
In build
Support Deflection Assistant
An embeddable assistant that answers repetitive support questions from your own docs, deflecting tickets before they reach a human.
Have a similar problem?
Thirty minutes, no pitch. If this isn't the right approach for you, I'll say so.