AI Auto-Resolution



Suhep's AI reads incoming tickets, searches your knowledge base, and resolves common questions without human intervention.

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.Customer can confirm the answer resolved their issue
  • 5.Ticket is marked AI Resolved


    • What Affects Resolution Rate



  • •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 Auto-Resolution Rate — percentage of tickets resolved by AI
  • •Quality Score — average AI confidence across resolutions
  • •Resolution Trend — 7-day chart showing improvement


    • Improving Resolution Rate



  • 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


    • A healthy auto-resolution rate is 40-70% depending on your product complexity.