Who this suits
Support leads handling repeatable questions while protecting difficult cases.
When a simpler option is a better fit
Human support remains a better starting point when the knowledge base is incomplete or most questions require negotiation.
Implementation approach
Group real questions by topic and consequence
Approve source-backed answers and escalation reasons
Test the queue assignment and human takeover experience
Illustrative operating rules
An answer-versus-escalate matrix and support-quality acceptance criteria
Illustrative design example. Adapt these rules with the responsible team before implementation.
| Record or decision | Illustrative rule | Accountable owner |
|---|---|---|
| Published return policy | Explain the current policy with its source | Knowledge owner |
| Payment dispute | Create a private case without promising a refund | Finance support |
| Unclear complaint | Ask one clarification then offer a person | Duty support lead |
Dependencies and access
- Approved policies and owners
- An existing support queue
- Test conversations including frustrated customers
Limits and exceptions
Repeated unanswered questions must escalate rather than loop. The assistant should not close a case merely because it produced text. Human replies should suspend automated messages on that case.
Scope and cost drivers
Scope source cleanup, ticket integration, evaluations and ongoing quality review. Model charges and support software subscriptions are operating costs.
Acceptance and measurement
Set acceptance criteria for factual correctness, escalation recall and missed handoffs. Review failures by category instead of reporting only average answer quality.
Questions before starting
What must be ready before implementation?
Approved policies and owners; An existing support queue; Test conversations including frustrated customers.
Discuss the scope and availability
Tell CraftDuka about the task, your current systems and the people who will use it. Our team is based in Nairobi and serves Kenya and East Africa. We will assess the fit and availability before agreeing a project.