AI-Assisted Resolution



Suhep's AI reads incoming tickets, searches your knowledge base, and suggests answers to common questions. A ticket counts as AI Resolved only when the AI solved it without a person stepping in: the AI answered and closed the ticket itself because its answer passed the confidence checks, or the customer confirmed the AI answer solved the issue. Everything else goes to your team and does not count.

How It Works



  • 1.Customer submits a ticket or asks a question in the widget
  • 2.AI analyzes the question and searches your KB
  • 3.If a strong match is found (high confidence), AI suggests an answer
  • 4.The AI closes the ticket itself when its answer passes the confidence checks, or the customer confirms the answer resolved their issue
  • 5.Ticket is marked AI Resolved. If a person has to step in, the ticket is routed to your team and does not count


    • What Affects AI-Assisted Resolution



  • •KB Coverage — more articles = better AI matching
  • •Article Quality — clear, specific articles match better
  • •Question Clarity — specific questions match better than vague ones


    • Monitoring Performance



    On your dashboard:
  • •AI-Assisted Resolution Rate — share of your resolved and closed tickets that the AI solved without a person stepping in (the AI answered and closed the ticket itself, or the customer confirmed the AI answer solved it)
  • •Quality Score — average AI confidence across suggested answers
  • •Resolution Trend — this week's rate compared with last week


    • Improving AI-Suggested Answers



  • 1.Check KB Gap Alerts for missing topics
  • 2.Write articles for the top 5 gaps each week
  • 3.Review AI-resolved tickets for accuracy
  • 4.Update articles that have low confidence matches


    • The rate depends on your product, ticket mix and knowledge-base coverage, so track your own trend rather than a fixed target.