Concept: A reference design we can build for you. Not a client deployment.
Support agent with human handoff: Answers from your help docs, escalates the rest
A reference design for a support assistant that answers only from your own help content and account data, and passes everything else to a person with the context attached.
- Category
- Answers from your help docs, escalates the rest
- Stack
- Laravel AI, Claude, Help desk integrations
Project Goals
Support teams answer the same questions every day, but a generic chatbot that guesses does more harm than good. The assistant needs to stay inside what the company has written, look up the customer's own records when allowed, and know when to stop and escalate.
The Result
The design grounds every answer in the company's help articles and policies, cites the source, and says "I don't know" when the answer isn't there. Read-only tools look up order or account status for signed-in users. Anything it can't resolve becomes a ticket with the conversation and its findings attached, so nobody has to ask twice. It screens messages for misuse, refuses off-topic requests, and reports deflection and escalation rates so the team can see what it handles. This is the same approach as the assistant on this website.
