AI ticket deflection — match KB article + suggest answer
Inbox
AI ticket deflection — match KB article + suggest answer
Runs cosine-similarity search across every active KB in the tenant and asks Anthropic to rank the best chunk against the customer’s question. Returns shouldDeflect=true when confidence exceeds the threshold (0.75). When true, the AI answer is also inserted into the conversation as the first agent response.
POST
AI ticket deflection — match KB article + suggest answer
Translate an outbound agent draft to the customer's preferred localeAI ticket deflection — customer accepted