Answer first-line support questions with a self-hosted agent
A commenter on Hacker News described replacing a basic helpdesk workflow with an agent that answers routine questions from internal docs and hands harder cases to people.
Steps
- Feed it your FAQ and help articles
- Define clearly when to hand over to a human
- Review a sample of answers each week
Starter prompt
Answer this customer question only from our help articles. If the answer isn't there, or the customer is upset, reply that a colleague will follow up and tag the ticket 'human'.
Guardrail: Say clearly that an AI is answering (EU AI Act transparency).
Prompts are our own examples. Results from sources are as reported by their authors.