Support system
ProcureIQ support combines a public knowledgebase, an AI support agent, and human escalation workflows.
Lifecycle
- User starts in the help centre or chat widget
- AI retrieves knowledgebase articles
- AI responds with confidence scoring
- Low-confidence or sensitive cases escalate to a human agent
- Resolution triggers CSAT collection
Good integration practice
- Surface support ticket numbers to users clearly
- Preserve conversation history when reconnecting
- Use webhook or notification events to update downstream CRMs