SnapComms: Support Center AI Chat Agent

The AI Agent deployed on the Everbridge Support Center is designed to help customers resolve issues autonomously by searching the existing knowledge base. It does not access customer support tickets or other data repositories.

• Search Behavior: The AI Agent retrieves results based solely on the content of the knowledge base. For example, if a customer searches for “Crisis Management,” it may return release notes if those are the most relevant indexed articles.
   

• Ticket Deflection: If a customer finds the AI response helpful and selects “Yes,” no ticket is created. If they select “No,” a support ticket is automatically generated. The customer will receive a ticket number via email from the interaction. A support agent will reach out to the customer directly to discuss the problem or question.