SERVICE · SUPPORT COPILOTS
Support that answers from your own truth.
A resolution copilot that answers from your own documented knowledge, resolves the repetitive tickets on its own, and escalates the rest to a human with the full context attached.
The problem
Support teams answer the same questions hundreds of times while genuinely hard tickets wait in the same queue. Generic bots make it worse by confidently inventing answers that were never in your docs.
The useful version answers only from your own documented knowledge, resolves what it can safely resolve, and hands everything else to a human with the context already gathered.
What you get
- An assistant grounded in your own knowledge base, help docs, and policies, with every answer citing its source.
- Automatic resolution of the repetitive, well-documented tickets, with clear guardrails on what it may and may not answer.
- Clean escalation to a human with the conversation and context attached, so nothing is re-asked.
- Deployed where your customers already are: web widget, WhatsApp, or inside your existing helpdesk.
How it works
Ingest your knowledge
Your docs, policies, and past resolutions become the assistant's grounded source of truth.
Set the guardrails
You define what the copilot may resolve on its own and what must always go to a human, in a written rulebook you sign off.
Resolve or escalate
Repetitive, well-covered questions are resolved instantly; anything outside the guardrails escalates with full context attached.
Learn and tighten
Gaps surfaced by real conversations feed back into the knowledge base, so coverage improves over time.
Where it fits
Deflect the repetitive tickets
Order status, policy questions, and how-to's: the high-volume, well-documented tickets get resolved without a human touching them.
Faster first response, any hour
Customers get an accurate answer in seconds at 3 AM, instead of waiting for business hours.
Better handoffs
When a human is needed, they inherit the full conversation and context, so the customer never repeats themselves.
Stay on-brand and safe
Grounded answers and explicit guardrails keep the copilot from inventing policy or going off-brand.
Questions you might have
Will it make up answers?
It answers from your own documented knowledge and is bounded by guardrails you set. Anything it is not confident and covered on is escalated to a human rather than guessed.
Where does it run?
Wherever your customers already are: a website widget, WhatsApp, or plugged into your existing helpdesk.
What happens to hard tickets?
They escalate to a human with the full conversation and context attached, so the customer never has to repeat themselves.
What do you need from us to start?
Your help docs, policies, and a sample of past tickets. The first build phase turns those into the copilot's knowledge base. Gaps get surfaced and documented rather than papered over.
Does it work in our customers' languages?
Yes. The Lab has shipped agent systems working across 175+ languages, and the copilot answers in the languages your customers actually write in.
Want to cut support load without cutting quality?
We scope the copilot around your real tickets and guardrails, then hand it off as a system you own.