Fidevo AI Labs · Productivity and knowledge
How Answerwell works
Five steps, described as specified. Nothing here is running yet.
Step 01
A question is asked
Someone opens the live chat and assist widget, or searches the knowledge base directly.
Step 02
The knowledge base answers first
The widget draws on published knowledge base articles and returns the matching answer, with its version, before a ticket exists.
Step 03
A ticket is raised only if needed
When no article resolves the question, the exchange becomes a ticket, carrying the search context with it.
Step 04
Routing and SLA tracking
The ticket is routed by category and team, and its response and resolution targets are tracked against its priority.
Step 05
Answers return to the knowledge base
Resolutions are written back as new or revised articles under versioning, and deflection reporting shows how often the knowledge base resolved a query before a ticket was raised.