Reads the account, answers what it can, and routes the rest with full context attached.
Support indexes your platform's own knowledge base and ties every incoming query to the account's actual state — plan, recent activity, open tickets — before answering, so responses aren't generic. It classifies each query's type and urgency, resolves it directly when confidence is high enough, and escalates the rest to a human agent with the account context and its own attempted answer attached, so nothing gets re-explained from scratch.
Generic helpdesk tools don't understand regulatory queries or clinical terminology. VelorQ Support is trained on your platform's own knowledge base and account data, so it answers with the specific plan, policy, or clinical term that applies — not a boilerplate article. Every query gets a confidence score; above the threshold you set, it resolves and closes the ticket, and below it, the query routes to the right person with the account context and its own draft answer attached.
Answers using the account's own plan and history, not a generic knowledge-base article
Escalates with the account context and its own draft answer attached
Surfaces which questions spike, and which ones keep getting escalated
Set the exact confidence score below which a query always goes to a human
Detects frustration in the query's wording and escalates it ahead of the queue
Logs every query the knowledge base couldn't confidently answer
Feeds resolved tickets back into the knowledge base to sharpen future answers
Query tied to the account's plan, history & open tickets
Type, urgency & a confidence score assigned
Resolves above threshold, or routes with a draft answer attached
Resolved tickets feed back into the knowledge base
A continuous triage layer — resolving routine queries automatically, escalating the rest intelligently.
Routine queries resolved at the confidence threshold you set
Account-aware answers in moments, not a ticket queue
Support that never clocks out, with the same account context every time
Agents spend time only on the queries that actually need a human