AI for customer-support teams wey dey
Turn inbound questions across email, chat, and forms enter grounded, cited answers and actions wey get governance — without losing accountability.
Customer-support teams field high volumes of unstructured requests across many channels. Threada normalizes wey intake enter typed WorkItems, drafts answers wey get evidence cited to your knowledge sources, and routes sensitive outcomes through approvals before any action dey taken in connected systems.
How Threada fits wey dey
- Inbound from email, in-app, Slack, Teams, and web channels normalizes enter a single WorkItem queue with status, assignment, and SLA timers.
- Answers dey grounded in your knowledge assets with citations, and an explicit no-answer fallback prevents confident but unsupported replies.
- Operators triage with saved views, bulk actions, response templates, internal notes, relationship linking, plus duplicate detection.
- Governed actions — create, update, tag, comment, notify — run behind approval gates with reversible, audited execution wey dey.
Capabilities you fit use today
- Typed intake channels with provider verification plus per-channel policy overrides.
- WorkItem queues with assignment strategies, routing rules, plus first-response, next-response, plus resolution SLA targets.
- Copilot suggestions, response templates with variables, plus grounded drafts with citations.
- Predictive operations: SLA risk prediction, volume forecasts, anomaly detection, plus churn-risk signals.
- Feedback plus scorecards with deflection, fallback rate, plus CSV/NDJSON evidence exports.
A typical flow wey dey
- A customer email or chat arrives and normalizes enter a WorkItem with extracted fields.
- Retrieval drafts a grounded answer with citations, or returns a clarifying question when intent dey ambiguous.
- An operator reviews, edits with a response template, and either replies or proposes a action wey get governance.
- Sensitive actions route through an approval gate, execute reversibly, and dey recorded on di timeline.
Explore di platform
Common questions dem
Wey support channels fit Threada take intake from?
Typed intake channels cover web, in-app, Slack, Teams, email, API, and custom endpoints; inbound provider channels include Gmail, Twilio SMS, WhatsApp, social, Discord, and Teams webhooks, all normalized enter WorkItems.
Go it answer when it does no actually know?
No, when abstain mode dey enabled. Retrieval uses a relevance threshold and returns an explicit no-answer fallback rather than fabricating an answer, and answers wey dey produced include citations.
How do approvals work for support actions dey?
Actions such as dey update a ticket or notifying a customer fit be gated by decision steps; approvals dey recorded, actions dey reversible with idempotency keys, and execution dey captured as auditable history.
Bring governed AI automation to your team wey dey
Explore di platform or talk to our team about your workflows.