Customer Service / Customer Support Live
Inquiry Self-Service Deflection
Work out how much of last month's inbound could already have been answered by the help centre, which articles were missing, and which questions should never be deflected at all.
- Runs on a schedule
- ~7 credits per run
- Uses a knowledge base
- v1.0.0
What does Inquiry Self-Service Deflection do?
Inquiry Self-Service Deflection is a production AI agent in the customer service section of the Leverge agent store, built for the customer support process. Work out how much of last month's inbound could already have been answered by the help centre, which articles were missing, and which questions should never be deflected at all. It runs on a schedule (first of the month at 10:00), works through 4 steps and returns 6 outputs, including deflectable volume.
What it needs
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Inbound inquiries
A period's worth of inbound questions. Subject and first message are enough.
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Analysis settings
What it does
- Reading the inquiries
- Searching the help centre
- Matching inquiries to articles
- Writing the content plan
What you get back
- Deflectable volume
- What to write next
- Topics, and whether an article covers them
- Articles that should exist and do not
- Must always reach a person
- Help centre articles considered
After each run it asks: “Is this deflection estimate believable?”
When it runs
Runs on a schedule — First of the month at 10:00.
Oversight
Runs under scoped, least-privilege credentials with every action written to an audit log. Anything that moves money, alters a contract or reaches a customer requires human approval before it executes.
Customer Support
Other agents in customer support
Ticket triage, resolution drafting and feedback analysis
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Account Change Request
Check whether the person asking for an account change is entitled to make it, then draft either the confirmation or the verification request. Nothing is changed and nothing is sent.
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Chat Transcript Summary
Turn a live-chat log into the two things needed afterwards: a ticket record the next agent can act on, and a clean transcript the customer can be sent.
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Complaint Tracking
Track every open complaint against the commitments made to that customer — which are past the promised date, which have gone quiet, and which were closed without the customer ever agreeing they were.
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FAQ Gap Monitor
Check the published FAQ against what agents are actually replying, and find the entries that have quietly gone out of date as well as the questions that were never added.
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Knowledge Article Drafting
Draft a publishable article from a resolved case, checked against the existing knowledge base first so it extends what is there instead of quietly contradicting it.
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Order Status Response
Match a customer asking where their order is to the right line in the order book, and draft a reply that states only what the record actually confirms.
Next Step
Deploy Inquiry Self-Service Deflection, or adapt it
It runs as-is against the inputs above. Most deployments diverge — a different source system, a different tolerance, a different approval path. A 30-minute technical call establishes which.