AI & Autopilot
How the AI decides to answer or escalate, and how to tune it.
5 articles
How Autopilot decides
The exact logic behind whether the AI answers a customer, drafts for review, or escalates to a human.
3 min readTune Autopilot thresholds
Pick a confidence threshold and burst limit you can defend, and know when to move them.
3 min readTrain the AI on your business
Build the knowledge base the AI answers from — the single biggest lever on answer quality.
3 min readHuman handoff
When the AI steps aside, how the ticket reaches an agent, and why the bot then stays quiet.
2 min readReview AI quality
A weekly routine for catching bad automated replies before your customers do.
2 min read