Better Answers, Not Cheaper Ones: Why We Built a Support Assistant

When we decided to build a support assistant, the easy story was about saving time. That is not why we did it. We did it for our partners. They deserve the same good answer on a quiet Monday morning and in the week of a big rollout.

Her name is Sue Porter. She is an AI, and we say so.

What Sue does

When a support question comes in, Sue reads it and looks up the facts: in our support history, in our wiki and in our documentation. She plans the answer and sets the tone. Then she prepares a reply.

She does not send it. One of our people reads every reply, word for word, and changes what is not right. Only then does it go out.

Why a person always decides

Support at Cuebly is about safety. A partner who asks us something is often in the middle of a rollout, or helping a customer whose people work alone. A wrong answer, given with confidence, costs them more than a slow one.

AI is good at finding facts and keeping the same standard every time. It is not good at knowing when a question matters more than it looks. So Sue prepares, and a person decides. That is the rule for every member of our AI team.

What you notice

• Answers that are consistent: the same question gets the same, correct answer, whoever is on duty.
• Answers that use what we already know: from earlier questions, the wiki and our documentation.
• Answers that are always checked by one of our own people before they are sent.

Your data stays on our own servers

Support questions are full of names, devices and locations. Where Sue’s work touches your data, it runs on our own hardware. Your data stays on our own servers. More about that in Our AI team.

Always named as AI

Every reply Sue prepared says so at the bottom: “Prepared by Sue, our AI support assistant, and always checked by one of our own people before it is sent.” We think you should know who did the work, even when a person approved it.

Sue does not replace our support team. She gives them a head start, so they can spend their time on the questions that need a person most.

Jarno Heijting, founder of Cuebly