Deflect tickets with the AI answer bot

The AI answer bot helps customers help themselves. As they describe an issue in the portal's Submit a request flow, they can ask for an instant answer drawn only from your knowledge base — resolving many questions without a ticket.

How it works

1. On the Details step, matching articles surface in the Suggested answers rail.
2. The customer clicks Get an instant answer. The AI writes a short answer grounded strictly in those articles — it never invents facts, and says so when the KB doesn't cover the question.
3. They choose This solved it 🎉 (no ticket is created — a deflection) or No, I still need help (they continue and file the request).

Getting good deflections

• Keep your knowledge base current and well-titled — the bot can only answer from what's published. See the KB category tips.
• Works with any AI provider. With no API key, the built-in heuristic gives a faithful extractive answer from the best-matching article; add an OpenAI or Anthropic key under Settings → AI for fully written answers.
• The bot is customer-facing self-service — separate from the agent AI Assist, which drafts replies for your team.