AI & Automation
How AI agents answer, investigate, and resolve support tickets.
Questions
- Can AI resolve technical support tickets?Yes, when the AI can investigate rather than just retrieve.
- What's the difference between RAG and an AI agent for support?RAG looks up relevant documents and writes an answer from them.
- How do you stop an AI support agent from hallucinating?Ground every answer in sources and require citations, check claims against live systems rather than docs alone, and don't let the agent send answers it can't support.
Terms
- Agentic InvestigationAn AI agent working a ticket the way an engineer would: hypothesis, evidence, conclusion.
- AI AgentSoftware that plans, uses tools, and acts toward a goal instead of answering one prompt.
- ChatbotA conversational interface that answers customer questions, usually from fixed docs.
- GroundingTying an AI's answer to specific source material it can cite.
- HallucinationWhen an AI model states something confident and wrong.
- Human-in-the-LoopA design where people review or approve an AI's work at key points.
- Model Context Protocol (MCP)An open standard for connecting AI models to tools and data sources.
- Retrieval-Augmented Generation (RAG)Having an AI model look up relevant documents before generating an answer.
- Zero-Touch ResolutionA ticket resolved end to end without any human working on it.