- A customer care agent answers routine billing, plan, device and outage questions in chat from your own care knowledge, and cites the article it used.
- Chat deflection and search share the same knowledge: subscribers get the answer in chat, and your human agents find the same cited answer in seconds.
- The agent hands off to a person with a summary of the chat when it cannot answer, when the subscriber asks, or when an action needs approval.
- Enterprise h2oGPTe runs on-premises, air-gapped, in a private cloud or in the cloud, so subscriber conversations stay in your environment.
Answer the same questions, every day, without the same cost
Most of your care volume is questions you have answered before: why a bill is higher than last month, what a plan covers while traveling, how to set up a new phone, whether there is an outage at an address.
Each one costs you a contact, and a slow or wrong answer costs you more. A subscriber who waits in a queue, gets a generic chatbot reply, then repeats the story to an agent starts looking at other offers.
The knowledge is not the problem. It sits in plan documents, device guides, billing rules, troubleshooting articles and outage feeds. The problem is that neither your chat channel nor your agents can find the right piece fast enough, and a scripted bot cannot read it at all.
How a customer care agent works
Enterprise h2oGPTe answers questions from your own documents and cites the passages behind every answer, so your team can check any reply before it reaches a subscriber.
Step 1: build the care knowledge collection
Plan terms, price books, device guides, billing policies, troubleshooting articles and outage notices go into a private collection that your care knowledge team owns.
Step 2: find the exact article
Hybrid search finds plan codes, error codes and device model numbers that a vector-only search misses, alongside questions asked in plain language.
Step 3: answer with the source
The assistant writes the answer from the retrieved passages and cites them, which lets your team check any reply and cuts errors.
Step 4: act and hand off where you allow it
For account questions, an agent can look up the bill or open a ticket through the tools you connect, with an approval step where your policy needs one. When it cannot answer, or the subscriber asks for a person, it passes a short summary of the chat and the articles it read, so your agent does not start over.
Chat deflection and search share one collection
Chat deflection means a subscriber gets a complete answer in self-service chat and does not need a live agent. The same search serves your agents: when a chat or call does reach a person, they search the same collection and get the cited answer, instead of opening five tools. Questions the agent could not answer show your knowledge team which articles are missing or out of date.
Billing questions, answered and routed
Billing is where many chats start. With your billing policies in the collection and a read-only tool on the account, the agent can explain a proration, a one-time charge or a roaming line, and route a dispute to the right queue with the details attached.