Support agent assist

Give the support agent a reply grounded in this account

A ticket says invoices to German customers show the wrong VAT. A general setup article leaves the support agent to find the relevant setting. Symptom-based troubleshooting and scoped account data can support a focused draft the agent can check.

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The task in this example

Invoices to our German customers show the wrong VAT.

Business goal: Increase efficiency
Business metric: Average handle time

A relevant topic is more useful than a broad match

In this Larkspur case, reverse charge is turned off and the account has already been assessed as eligible.

Chat comparison

The draft repeats general setup guidance

Topics are organized only by country, without symptom language.

Invoices to our German customers show the wrong VAT.

Please read the general VAT setup guide and check your account settings.

The agent must investigate the cause

The draft points to the identified setting

The symptom maps to a maintained troubleshooting task and the account context is available.

Invoices to our German customers show the wrong VAT.

Your account has reverse charge turned off. Please follow the linked task to enable the setting after confirming it is appropriate for this account.

The agent has a focused reply to review

Save handling effort without increasing reopens

A draft reduces work only if it identifies the right cause and helps resolve the case. High acceptance with frequent reopens would signal that the team is sending drafts too readily.

Identify the relevant cause

Match the symptom and account context.
- Right cause
Review the reply

The agent checks scope and suggested steps.
- Draft acceptance
Confirm resolution

Observe whether the customer’s issue stays resolved.
- Reopen rate
- Ticket bounces

Business metric

Average handle time

Compare handling effort for equivalent cases while checking resolution quality and reopens.

What to measure and how to interpret it

Sample similar billing-setting tickets and record the account context used. Have experienced agents establish the cause independently before evaluating the suggestion.

Right cause: Share of suggestions matching the confirmed case cause rather than a general related topic.
Draft acceptance: Share accepted without substantive edits; distinguish factual corrections from tone changes.
Reopen rate: Share reopened for the same unresolved issue within the agreed observation window.
Ticket bounces: Transfers caused by incorrect scope, categorization, or troubleshooting guidance.

Check the business result

Include investigation, editing, follow-up, and reopen effort in average handle time. Track first-contact resolution and customer satisfaction separately; a sent reply is not a resolved case.

Schedule a call

Write for the symptom the customer reports

The content should connect customer language to a specific cause and task while retaining applicability and review ownership.

Billing support / VAT / Reported symptom

Troubleshooting topic

Wrong VAT on an eligible account

Check the account’s reverse-charge setting when the reported symptom and approved applicability criteria match.

Customer wording: Wrong VAT for German or EU customers
Context check: Region, plan, tax settings, and account eligibility
Possible cause: Reverse charge turned off
Task link: Enable the setting using the maintained account task
Review boundary: Agent confirms account applicability before sending

Intelligent content

Maintain a short task with the relevant setting, expected result, and a link the agent can send.

Taxonomy

Classify topics by customer symptoms and applicable regions and settings, so country names alone do not determine retrieval.

A practical starting point

Review a sample of repeated VAT-setting cases. Compare the customer’s words, confirmed cause, chosen topic, and final reply to locate content and classification gaps.

Account data establishes the setting. Authorized specialists determine applicability; the support agent reviews the suggestion before communicating it.

See how this scenario works