For support and customer success
Your agents are not answering. They are assembling.
Open the CRM, open billing, search the help centre, search old tickets, ask in Slack, then write two sentences. Only the last part needed a person. GRaaS does the assembly and hands over the answer with every source still attached.
Why tickets take as long as they do
Four things, none of which are the actual question.
Handle time is mostly lookup time. That is not a training problem or an effort problem — it is what happens when the facts and the explanations live in different applications.
The answer is never in one place
What the customer pays for is in billing. What the policy says is in the help centre. Whether this has happened before is in the ticket history. The agent is the integration layer, and they are doing it by hand on every ticket.
The good answer leaves when the person does
Every team has two or three people who just know. Their answers are not written anywhere, and the escalation path is really a queue in front of them.
Nobody trusts a suggested answer
Agents have been given answer suggestions before, found them confidently wrong, and stopped reading them. An answer without its sources attached only gets one chance.
The same question arrives forever
It was answered well in a ticket eighteen months ago. Nothing surfaces that ticket, so it is answered from scratch, slightly differently, again.
A real ticket
One question, two systems, one answer nobody had to assemble.
This is a billing question that is really a policy question. No search over either system alone returns anything useful, because the fact that resolves it exists in neither.
The question
Why was this customer charged twice after they changed plan mid-cycle?
A record from one system, a policy from another. Neither one is the answer.
Billing · recordplan: Team Annual → Business Annual changed: 2026-08-14 invoice 8841: 214.00 (proration) invoice 8842: 1,908.00 (term)
account-4471
Help centreA mid-term upgrade issues a prorated invoice for the remainder of the current term, followed by a separate invoice for the new term at its start.
Changing your plan mid-term
The fact the graph holds
Mid-term upgrade —produces→ Two invoices (2 sources)
The answer
They were not charged twice. Account 4471 upgraded on 14 August [1], and a mid-term upgrade issues a prorated invoice for the rest of the current term plus a separate one for the new term [2] — invoices 8841 and 8842 [1]. Nothing here is a duplicate charge.
The billing system knows what was charged but not why that is correct. The help centre knows the policy but nothing about this account. The agent was the only place those two met — until now.
What changes
Four things, on the first day you point it at real content.
Assembly stops being the job
The account, the policy and the precedent arrive together, with the answer written over them. What the agent does is check it and decide — which is the part that needed a person.the six tabs close
Every claim is one click from its source
An agent about to tell a customer something can see exactly which document says it, and which system that document came from. That is what makes a suggested answer usable rather than another thing to verify.why agents actually read it
Old tickets start counting as knowledge
Your resolved tickets are the best-written explanations you own and the least searchable. Push them in and they become evidence behind future answers rather than an archive nobody opens.the corpus you already paid for
It says when your content does not cover it
A refusal is a real outcome here, not a failure — it is the signal that this one genuinely needs a human, and it arrives in a second rather than after ten minutes of searching.the escalation is faster too
Getting there
Four steps, and none of them are a migration.
Nothing moves, nothing is connected, no credential of yours is handed over. You send us text and ask us questions.
Push the three piles you already have
Help centre articles, resolved tickets, and the account records serialised as text. One POST each. Sending the same thing twice replaces it rather than duplicating it, so a backfill and a nightly sync are the same code.no crawler, no credentials
Say which system each came from
A billing record is read differently from a runbook. Tagging the source is also what later tells you how much of your knowledge actually spans more than one of your systems.one field on the request
Ask from wherever the agent already is
A question in, a cited answer and the ranked passages out. Teams put that behind a side panel in their helpdesk, a Slack command, or their own agent — it is one call, so where it lives is your decision rather than ours.or connect an AI client over MCP
Link the citations back into your own tools
Every citation resolves to a document you sent us, under your identifier, so an agent clicks through into your helpdesk rather than into ours.your URLs, not ours
The part teams underestimate
Your ticket history is the best documentation you own.
Every resolved ticket is a real question, asked in a customer's own words, answered by someone who had to be right. That is a better corpus than most help centres, and almost nobody can search it — it is stored as conversations, indexed by ticket number, and the good part is three replies down.
Push it in and it stops being an archive. The same explanation your best agent wrote eighteen months ago becomes a source behind the answer a new agent gets today, with their name still on it.
FAQ
Frequently asked
Including the two things we do not do, which are the ones worth knowing before you plan around us.
Point it at one product area and one year of tickets.
The free tier is enough to test that on real content, with no card and no call. If the answers are not better than what your agents assemble by hand, you have lost an afternoon.
- no card required
- first workspace is free
- one POST to ingest