Agent assist and answer retrieval
Find the policy, account details, and previous decisions behind an answer while the customer is still in the conversation.
1.
Understand the question
Read the current conversation and identify the account, product, and decision the agent needs help with.
4.
Review and respond
Let the agent check the evidence, approve the reply, and record any knowledge gaps for follow-up.
2.
Retrieve the evidence
Find relevant knowledge articles, contract terms, and case history within the agent’s access permissions.
3.
Prepare the answer
Assemble a response with sources attached and flag conflicting guidance or missing information.
Evidence in, action out.
The operating problem
Agents search across knowledge bases and systems while the customer waits, and stale guidance is hard to detect.
How the workflow runs
Retrieve current policy and account evidence, flag conflicting guidance, and prepare a sourced response for the agent to review.
Evidence and inputs
Knowledge bases, policies, contracts, CRM, order or claims systems, and prior interactions.
Actions and handoffs
Find evidence, summarize context, draft answers, suggest actions, and capture unresolved gaps.
Operating outcome
Faster, more consistent responses with less copy-and-paste work.
Controls for production
Source priority, freshness rules, citation requirements, restricted actions, and mandatory agent approval.
Answers grounded in the customer’s situation
Give agents the evidence they need to answer accurately without searching every system themselves.
Forge
Connects helpdesk, account systems, and approved knowledge.
Heimdall
Monitors policy and case changes that could affect an answer.
Mimir
Finds relevant guidance, account facts, and supporting sources.
One intelligence layer from plan to delivery
16x
Faster time-to-insight
5
Fewer tools needed
80%
Avg. cost reduction
8 hrs
Saved per team per week
Put the evidence beside the conversation
Bring approved knowledge and customer records into your existing helpdesk, with source links available for agent review.
Turn AI potential into real business outcomes
Resources
Certified
Compliant
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