QuackbackAI Support Agent
An AI support agent is a language model that answers customer questions in a support channel, using your help articles and other approved sources, and hands the conversation to a person when it can't help. Unlike a scripted chatbot, it writes each answer from your content.
What is an AI support agent?
An AI support agent reads a customer's question, searches the knowledge you've given it, and writes an answer. Good agents cite their sources, admit when they don't know, and pass the conversation to your team with a summary instead of guessing.
Older chatbots followed decision trees. They could only handle the paths someone had drawn. An AI agent handles questions phrased in any way, as long as the answer is in its sources.
What it needs to answer well
Content first. The agent is only as accurate as your help center, docs and saved answers. Then boundaries: which tools it may use, what it must never do, and when it must hand over. Then review: read its conversations, correct wrong answers, and turn the corrections into new knowledge.
Rolling one out
Start in a test sandbox with real past questions. Turn it on for one channel or a share of traffic. Make the route to a person obvious, and measure resolution and customer ratings, not just how many conversations it closed.
The AI agent in Quackback
Quackback AI's agent answers customers in the chat in your widget and portal, on Pro and up. It searches your help center, feedback posts, changelog, status page, uploaded documents, web pages and saved snippets, and can read screenshots customers send. It can create a ticket, share a feedback post for the customer to vote on, and hand the conversation to a person when it can't help or the customer asks. You set each tool to allow, ask or deny, and when a teammate corrects an answer, the correction becomes a snippet the agent uses next time.
Common questions
What is an AI support agent?
An AI support agent is a language model that answers customer questions using your help articles and other approved sources, and hands the conversation to a person when it cannot help.
What is the difference between an AI agent and a chatbot?
A traditional chatbot follows decision trees someone designed. An AI agent writes each answer from your content, so it handles questions phrased any way, and it can take actions like creating a ticket or handing over to a person.
Will an AI support agent replace my support team?
No. It answers the repeatable questions so your team spends its time on the ones that need judgment. Every agent needs a clear route to a person.
Have another question? Talk to the team.