Answers recurring policy, product, and onboarding questions from approved knowledge.
Activation complexity
Low
Time to activate
3-7 days
Volume share
30-45% of role volume
Impact range
40-60% of FAQ-eligible volume
Inherited pricing
€0.30 – €0.90 per ticket handled
This capability shares the Support Agent's metered unit. A ticket handled is counted once at the role level regardless of which capability handled it. Adding this capability to an active deployment does not change the per-action price.
What this capability handles
FAQ & Knowledge-Base Resolution handles the long tail of repetitive questions that clog support queues. The agent recognizes common question patterns, retrieves the right approved article, delivers a clear answer, confirms resolution, and escalates only when the knowledge is missing or the request becomes account-specific.
Workflow summary
Recognizes common questions, retrieves approved knowledge, answers clearly, confirms resolution, and escalates when knowledge is missing.
Stages
Decision logic
Matches the question against known themes and serves only approved answer paths when confidence is high.
Systems and data
{"knowledge base","help desk","website chat"}
{"question text","article corpus","product terminology","customer tier"}
Exceptions & human handoff
When no strong answer exists or the request becomes account-specific, the agent stops and routes to a person.
Missing knowledge coverage, account-specific ambiguity, or policy-sensitive request.
Readiness
Good knowledge-base coverage, approved wording for sensitive topics, clear gap-review process.
Owner on client side · Knowledge Manager
Impact contribution
25-40% of deflected volume typically comes through the FAQ capability.
Primary KPI · Resolution rate without human touch · 40-60% of FAQ-eligible volume
Prerequisites
Activating FAQ & Knowledge-Base Resolution in production requires the following capabilities to be live first. Ordering matters — routing and classification quality propagate.
The chat opens with Support Agent and FAQ & Knowledge-Base Resolution pre-selected. You can add other capabilities during the conversation.