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How 24/7 support stays sane

Most tickets are repeats: password resets, billing questions, and "where is my order." AI can answer these fast, tag requests, and route the hard ones to humans. In SweetPilot, you can combine a knowledge base with rules for escalation and tone. A simple link fits naturally customer support ai reduces queue time while your agents focus on exceptions.

Keep quality high

Define what the bot may and may not promise, and add a fallback for uncertain answers. Track resolution rate and handoff reasons, then update articles monthly. With workflow automation, support stays consistent even during spikes.

Improve the knowledge base over time

Log the top unanswered questions and write short articles for each. Add examples, screenshots, and one "what to do next" step. When policies change, update the article first, then update the bot prompt. This keeps answers aligned with reality for every shift.