Best Practices
Field-tested playbooks for embedded AI support.
Keep your knowledge base fresh
- Review AI 'no answer' logs weekly to find content gaps
- Write articles around problems, not features
- Retire outdated articles so the AI doesn't cite them
Design clear escalation paths
- Define which categories always reach a human
- Attach full context on every escalation
- Use internal notes for agent-only collaboration
Close the loop on resolutions
Always verify resolutions with the customer instead of assuming. Track Verified Resolution Rate and Reopen Rate to catch quality issues early.