Overview
Surface relevant KB articles in chat/forms and reduce new ticket volume.
Problem
Agents answer the same questions repeatedly; queues grow and SLAs slip.
Solution
Embed hybrid search (FTS + vectors) into chat and forms to suggest articles automatically before a ticket is created.
How it works
Enable the Help Center and Messenger hooks. As customers type, we query both keyword and semantic indexes, showing concise article cards with locale-aware routing. Track whether suggestions prevented new tickets to quantify deflection.
Who is this for
Support Lead
Docs Writer
Web Admin
Expected outcomes
- Lower inbound ticket volume
- Faster customer time-to-answer
Key metrics
Deflection rate
Baseline
0 %
Target
25 %
Avg first response time
Baseline
30 minutes
Target
10 minutes
Gallery
Downloads & templates
Case studies
FinTechCo deflects 28% of “reset password” cases
Semantic suggestions + improved titles reduced low-complexity tickets.
Financial Services Mid-market EU
Security impact
- Article content, search logs (queries, locale) · PII: none
Compliance
- GDPR (telemetry aggregated)
- SOC2
Availability & next steps
Free
Pro
Enterprise