Start with the repetitive-question baseline
Group incoming questions by intent, source, volume, and whether they require private account access or human judgment. Select repeatable public-information cases before attempting broader automation.
Give each automated answer a maintained source
Map common questions to current FAQs, policies, documentation, product records, or other approved customer-facing content. Assign an owner and rescan after changes.
Keep unresolved cases visible
The assistant should ask for clarification or notify a configured operator when the source cannot support an answer. Do not count a conversation as resolved merely because no ticket was created.
Measure resolved intent, not a promised reduction
Compare repetitive ticket volume, usable-answer rate, reopen or repeat contacts, time to a next step, and operator workload. The result depends on question mix, source quality, traffic, configuration, and support process.
