Common Support Pain Points
- Time lost searching for the right SOP
- Inconsistent answers across agents
- Escalations caused by missing context
What the Copilot Does
- Auto-draft replies aligned to your tone
- Retrieve relevant policies, SOPs, and manuals
- Summarize ticket history and next steps
Guardrails for Trust
- Approved-source allowlists
- Citation-required mode
- Audit logs for compliance and coaching
Recommended Workflow
- Ticket intake -> retrieve sources -> draft reply
- Agent review -> send
- Feedback loop improves future answers
KPIs to Track
- Average handle time (AHT)
- First-contact resolution (FCR)
- Deflection rate and escalation reduction
FAQ
Use approved sources plus citation-required mode to reduce risk and improve trust.
Yes-style guidelines and templates can be enforced per brand.
Usually via API connectors or scheduled exports for ingestion.
A focused pilot can go live in about 2 weeks with a curated SOP set.
Faster handling times, fewer escalations, and improved consistency across agents.
Related Pages
Ready to plan your rollout?
Share your goals and we will map the fastest path from POC to production.
Contact: service@biogrouptec.com
Phone: 1-510-806-6488