Why the answer library goes first
Questions with a known answer get it straight away, from answers your team approved. Here is how the library decides, and how it grows.
Most support questions have been asked before. Serene Resolve keeps a library of answers your team has approved, and every new question is checked against it before anything else happens.
Only a clear match is sent
An answer goes out only when it matches the question clearly and is well ahead of the next-best answer. Two close matches mean the question is ambiguous, so it goes to the agent instead.
With the answer, the customer is asked “Did this solve it?” A yes solves the ticket. A no sends it to the agent, which picks it up knowing the library answer didn’t help.
No AI model is used for a library answer, which is why it is the cheapest and fastest way to close a ticket.
Each brand has its own answers
Answers can belong to one brand, so a customer of one brand never gets another brand’s answer, or its prices.
Answers before the question is finished
In the chat widget, matching answers are suggested while the customer types. A question answered that way never has to become a ticket.
Account questions skip the library
A question about the customer’s own account needs a lookup, not a stock answer, so it goes straight to the agent. If the desk can’t confirm the person is the account holder, they are asked to sign in or to reply from the account’s email address first.
The library learns from real tickets
When the agent keeps resolving the same kind of question, it suggests a new library answer. A person approves it before it is ever sent.