How does CertifChat decide what to deflect?

It answers questions your knowledge base covers and escalates ones it is not confident about. You see resolution and escalation rates in analytics.

What happens to questions it cannot answer?

They are handed off to your team and logged as knowledge gaps, so you can add the missing content and deflect them in future.

Will it make up an answer just to deflect a ticket?

No. A confidence score governs each reply; low-confidence questions are routed to a person rather than answered with a guess.

Support

Ticket deflection: answer the repetitive questions for you

Most support volume is the same handful of questions asked over and over. CertifChat answers them instantly, around the clock, so your team only sees the conversations that genuinely need a person.

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What you get

24/7 instant answers to common questions, drawn from your content
Resolution and escalation tracked so you see real deflection
Knowledge-gap reports surface questions the assistant could not answer
Confidence-based handoff routes the rest to your team with context
Per-account semantic cache makes repeat questions fast and cheap

How it works

Step 1

Deflect the routine

When a visitor asks something your content already covers, the assistant answers on the spot, no ticket, no wait, no agent time spent.

Step 2

Escalate the rest

If the assistant is not confident, it hands off to your team with the full conversation, so the visitor never repeats themselves.

Step 3

Close the gaps

Knowledge-gap analytics show the questions the assistant could not answer well, so you know exactly what content to add to deflect more next time.

Related features

Explore more of what your assistant can do.

Frequently asked questions

Put your knowledge to work today

Connect your sources, drop one snippet on your site, and start deflecting tickets. We are opening CertifChat to a first group soon.

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