VelorQ Support is an AI-powered support tool built for regulated industry platforms. Context-aware FAQ, smart ticket routing, and escalation logic — so your team handles what matters, not what AI can answer.
Generic helpdesk tools don't understand regulatory queries, clinical terminology, or accreditation workflows. VelorQ Support is trained on the specific knowledge base of your platform — so it answers accurately, not generically.
Responds to platform-specific queries using your knowledge base — regulatory procedures, accreditation steps, course navigation, billing — without generic answers. Resolution rate tracked and improved continuously.
Queries that require human attention are classified by type, urgency, and expertise required before routing. The right agent gets the right ticket — not the first available one.
Track resolution rates, unresolved query patterns, escalation volumes, and knowledge base gaps. Identify what users are struggling with before it becomes a support crisis.
VelorQ Support operates as a continuous triage and resolution layer — handling routine queries automatically and escalating complex cases intelligently.
Users submit queries via chat widget, email, or in-app form. VelorQ Support ingests context — user account, subscription, recent activity, and prior ticket history — before processing.
Every query is classified by type (technical, billing, regulatory, content), urgency, and estimated complexity. Classification determines resolution path — AI, agent, or specialist.
AI resolves queries within its confidence threshold using your platform knowledge base. Below-threshold queries are routed to the appropriate human agent with full context pre-filled.
Every resolved ticket — AI or human — feeds back into the support intelligence layer. Resolution rates improve automatically as the system learns from your team's resolutions.
Whether users are navigating accreditation workflows, regulatory submission questions, or e-learning content — Support handles it with domain-accurate responses.
Clinical staff queries on NABH documentation workflows, quality indicators, and audit preparation — answered instantly from the platform knowledge base without escalating to the QA team every time.
RegIntel and dossier platform users with submission process questions, agency-specific filing questions, and deadline calculations — Support resolves using regulatory knowledge, not generic IT scripts.
Course navigation, exam scheduling, certificate downloads, and refund queries handled automatically. Escalation to a human agent only when contractual or exception-based decisions are needed.
VelorQ Support is designed to free human agents for work that requires human judgment — not to replace them with a worse chatbot.
Custom Knowledge Base Ingestion — Upload your platform documentation, FAQs, and process guides; Support indexes and queries them in real time
Multi-Channel Intake — Chat widget, email-to-ticket, in-app forms, and API-based submission all feed into a single unified queue
Confidence Threshold Controls — Set the AI confidence threshold above which tickets are auto-resolved vs. routed — full control over what AI handles
Agent Handoff with Context — When escalating, agents receive full conversation history, query classification, and suggested resolution — not a cold ticket
SLA Monitoring — Automatic SLA tracking per ticket type with escalation alerts before breaches occur
Sentiment Detection — Identifies frustrated or at-risk users and prioritises their tickets regardless of query type
Knowledge Gap Reporting — Weekly reports of queries the AI couldn't resolve — identifies documentation gaps before they generate support volume
CSAT Integration — Automatic post-resolution satisfaction survey with scores tracked per resolution path (AI vs. human)
See how VelorQ Support resolves 80% of user queries automatically — with domain accuracy your team can trust.
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