For Customer Support
AI for customer support: first-pass replies grounded in your own docs.
Most support volume is variations on the same handful of questions — and the answers already exist in your help docs and policies. A Kuvai support teammate drafts the reply from your own documentation, accurate to your actual terms, and routes the genuinely novel cases to a human. It's not a chatbot guessing in front of your customers: it drafts, you approve, and the hard 20% still reaches an expert.
Inbound support — 31 tickets this morning
Drafted from your help docs · queued for review
24 routine tickets drafted
answered from your documented policies
Each reply cites its source
so you can trust it before sending
5 tickets need a human
novel cases routed, not guessed at
2 docs look out of date
flagged — answers no longer match
Nothing is sent to a customer without your sign-off.
What can AI do for customer support without going off-script in front of customers?
AI for customer support drafts first-pass replies to the routine, repetitive tickets — grounded in your own help docs and policies — so your team answers same-day and spends its time on the cases that genuinely need a person. The safe way to do it is a teammate that answers only from your documentation and drafts rather than sends, so a human stays the final check on what reaches a customer.
That's the model Kuvai uses. Forward inbound questions to your support teammate, Mia, and she reads them against the product docs, help articles, and policies she's grounded in — drafting a reply that's accurate to your actual terms rather than a generic chatbot guess. She cites the source she answered from, routes the novel cases to a human, and never sends without your approval. Because she's grounded in your knowledge, the answers reflect how your business actually works.
Draft the routine reply from your docs, cite the source, route the hard cases to a human — and send nothing without you. That's the whole job.
Why support never feels caught up
The same questions, every day
Most inboxes are 80% variations on a handful of recurring requests. Answering them from scratch is a tax on your team's time.
Inconsistent answers across the team
Different agents answer the same question differently, because the right answer is buried in docs nobody has time to check.
Response times that slip under volume
When tickets spike, same-day replies become next-week replies, and the routine work crowds out the cases that actually need expertise.
Help docs that drift out of date
The macros and articles fall behind the product, so even a careful agent can send an answer that's no longer true.
What your support teammate does
You ground it in your help docs the way you'd train a new support hire. From then on it owns the first pass — and queues everything for your review.
Drafts first-pass replies
Reads each forwarded ticket against your documented policies and articles and drafts an accurate reply in your voice — ready for you to send.
Answers from your sources
Responds only from the documentation you ground it in, so answers reflect your actual terms — not a generic guess from the open internet.
Cites where the answer came from
Shows the source passage behind each reply, so you can trust it at a glance before it goes out.
Routes the hard cases to a human
Recognises the genuinely novel tickets and routes them to an expert rather than guessing — so the hard 20% gets real attention.
Flags stale help content
Surfaces the docs and macros that no longer match reality, so the knowledge your replies draw on stays current.
Keeps an audit trail
Logs every reply drafted and source used with its reason, so there's a record of what was answered and why — by default.
It drafts; you decide. Sending a reply to a customer is always gated behind your approval.
Your AI team for support
Each teammate is grounded in your business and drafts for your review. Build any from a ready-made role, or describe your own.
Mia — Inbox Coordinator
- Reads forwarded emails and document packages against your checklists
- Drafts the reply for your review
Dakota — Knowledge Manager
- Keeps your SOPs and documents current
- Answers questions from your own sources, with citations
Sam — Customer Success
- Watches account health and flags renewals and churn risk
- Drafts the outreach for you to send
Every teammate drafts; you decide what's sent, posted, or filed.
How you set it up
Ground it in your help docs
Upload or connect your product docs, help articles, and policies. The teammate answers from your sources — not generic knowledge — so replies are accurate to your terms.
Forward inbound tickets
Forward support emails and questions to your teammate. There's no mailbox login — it only sees what you forward, and only from senders you allow.
Set its scope
Decide which question types it drafts for and when to route to a human. The novel cases go to your experts, not to a guess.
Review and approve
You get drafts to check and send. Once you trust it on a routine question type, it can send those automatically — but never beyond the scope you set.
What it looks like in your week
The morning ticket queue, pre-drafted
The routine tickets that came in overnight are already drafted from your documentation, each with its source cited, and the genuinely novel ones are flagged for a human.
Consistent answers across the team
Every reply is drafted from the same current documentation, so customers get the same accurate answer no matter who's on shift — and you approve before it sends.
Help content that stays honest
As it answers, the teammate flags the docs and macros that no longer match the product, so the knowledge behind your replies doesn't quietly go stale.
Every workflow ends the same way: a draft for you to review. The teammate never sends a customer reply on its own.
What it works from
Your support teammate works mostly from the documents you ground it in — help articles, product docs, and policies — and the tickets you forward it. It needs no mailbox access: it reads what you forward, from senders you allow.
We're honest about what's live: it answers from your documentation and the document tools in Kuvai's catalog, and every connection is made through your explicit approval.
Forwarded tickets & email
Forward inbound questions, attachments and all — no inbox login, no OAuth into your whole mailbox.
Your help docs & policies
Upload your articles, product docs and policies, vectorised so replies are grounded in your actual terms.
Notion & Google Docs
Draw answers from the knowledge bases your team already maintains, with your approval.
Slack & Microsoft Teams
Route the cases that need a human to where your team already works.
Built so AI never goes off-script with a customer
Letting AI near your customers only works if it can't embarrass you. These are the guardrails the teammate runs inside — by design, not by policy.
Nothing is sent without you
The teammate drafts the reply and queues it. It never sends to a customer on its own; auto-send is opt-in and scoped to the question types you choose.
It answers only from your sources
Replies come from the documentation you ground it in, with the source cited. If the answer isn't documented, it routes to a human rather than inventing one.
Every action is logged with its reason
Each reply drafted and source used is recorded, so you always know what was answered, from which doc, and why.
It stays in its lane
First-pass support replies are the job. The genuinely novel cases are routed to an expert, not guessed at.
AI for customer support — frequently asked questions
Clear the routine tickets — keep the hard ones human.
Start free and build a support teammate grounded in your own docs — it drafts, you decide.
No credit card required · Free to start · Cancel anytime
Related terms