Resolve for SaaS support
SaaS support splits cleanly: a large body of how-to and billing questions your docs already answer, and a smaller set of real bugs and outages that must reach a human fast. Resolve owns the first and routes the second, reading account context so the answer fits the customer, not just the question.
What the AI should own
- How-to and configuration. Grounded in your live documentation, with the source cited so support and success trust it.
- Billing and plan questions, answered against the customer's actual plan and entitlement.
- Account and seat changes within policy.
What must reach a human
Bugs, outages, and refund requests are not places for a confident guess. Resolve's intent guardrails treat a reported bug or outage as escalate-never-confirm: the AI logs it and hands it up rather than telling a customer a fix is deployed when it is not. Feature requests are logged, not answered as if they exist. Enterprise accounts are held to a higher confidence bar before anything auto-sends.
The knowledge base improves itself
When a ticket resolves in a way your docs did not cover, Resolve drafts an article from the resolution. A human approves it before it becomes groundable content, so a one-off answer never silently becomes a cited source. Low-retrieval tickets log a KB gap automatically, which tells you exactly what documentation is missing.
Frequently asked
Does Resolve know the difference between a how-to and a bug?
Yes. Intent guardrails route how-to and billing questions to grounded auto-resolution, while bugs, outages, and refunds escalate to a human. The AI logs a reported bug rather than confirming a fix it cannot verify.
Can Resolve respect account tiers and entitlements?
Yes. Reva reads account tier, history, and entitlement before answering, and holds enterprise accounts to a higher confidence bar before auto-sending.