Web research
Your history comes first. When it does not answer a ticket, Support Advisor can research the web, for questions public knowledge can answer: how a product works, what an error code means, what a vendor recommends.
When it searches
Section titled “When it searches”| Situation | Searches the web? |
|---|---|
| Your indexed tickets answer it | No: “historical tickets answered this.” |
| The answer follows the technician’s direction | No, unless the technician asked for a search. |
| The ticket cannot be answered from public knowledge, such as a question about your own systems | No. |
| History has no answer, and public knowledge might | Yes. |
| The technician asks, with Search the web or by naming sites | Yes, limited to the named sites if any. |
| An automatic read | At most once per ticket. |
How it uses what it finds
Section titled “How it uses what it finds”Pages it used are listed under Web Sources with their titles and why they are relevant. When both your history and the web contribute to an answer, the assessment says which part came from which. Your company’s instructions apply to an answer from the web as to any other.
The research line
Section titled “The research line”Every answer ends with one line saying what happened, written from what actually happened, not by the AI:
- “Searched the web; 3 pages used.” or “…; nothing usable was found.”
- “Not searched:” followed by the reason, such as “historical tickets answered this.”, “the response follows the technician’s direction.”, “this ticket cannot be answered from public knowledge.” or “an automatic read searches the web once per ticket.”
When it did not search, the answer offers Search the web. See Ask it to search the web.