AI Customer Support
Answer repeatable questions from approved information and preserve a clear route to a person.
Explore Customer Support →Enterprise AI Solutions
Choose the customer problem first—not the AI feature.
ADR Group’s AI solution pages focus on five recurring support problems: answering repeatable questions, finding the right business knowledge, handing a case to a person, adding customer channels and learning from conversation patterns.
From question to next stepIllustrative workflow
Support workflowOne problem at a time
QuestionWhat is the customer actually asking?
Use conversation context rather than relying on one exact keyword.
EvidenceWhat information may the assistant use?
Retrieve relevant content from sources the business has approved.
BoundaryShould it answer, ask, hand off or run a workflow?
Keep judgement and sensitive actions behind explicit controls.
Solution areas
Five customer-conversation problems with different controls.
These are related capabilities, but they are not interchangeable. The best pilot candidate is the problem your support or service team can describe with real examples.
Enterprise RAG
Find the relevant website, document or FAQ content before the model writes a business-specific answer.
Explore Enterprise RAG →Agent Inbox & Human Handoff
Move a case to a person with the conversation and supporting context intact.
Explore Human Handoff →Omnichannel Engagement
Keep knowledge, conversation state and handoff rules shared as additional customer channels are connected.
Explore Omnichannel →AI Analytics & Insights
See repeated questions, missing knowledge and handoff patterns that point to something worth improving.
Explore Analytics →Pilot inputs
Bring examples from last week, not a list of AI buzzwords.
For a practical pilot, bring real customer questions, the information agents use to answer them, and the situations where a person or system action must take over.
Collect real requests
Use actual recurring support or service questions as the test set.
Name the approved information
Identify the websites, documents, FAQs or system data that can support an answer.
Mark the human cases
List approvals, exceptions, sensitive topics and actions that need explicit ownership.
Agree what good means
Review answer quality, handoff quality and recurring failure patterns rather than only counting messages.
First conversation
Bring the customer questions your team already sees.
We can use them to decide what should be answered, what needs more information and what should never be automated without a person or an authorised workflow.