Meet Your AI Support Agent in Graphite
The AI-powered support agent in Graphite is here to help you get quick, accurate answers to common questions—24/7.
Here’s what it can do:
- Answer questions about the Graphite platform using content from our Zendesk knowledge base.
- Respond with company-specific info—if the company you are onboarding with has published support articles.
- Hold a conversation and understand follow-up questions during a session.
- Redirect you to our support team if it can’t find the answer, automatically opening the support sidebar.
What it can’t do (yet):
- It can’t give you specific updates on your onboarding status.
- It doesn’t learn or improve based on previous chats—yet.
- It only shares information that’s already in our help center or tied to your company.
This is just the start—more personalized and advanced support is on the way.
Functionality & Behavior
1. What kind of questions can the AI support agent answer?
The AI can answer questions based solely on the content in the Zendesk knowledge base. This includes general platform guidance, FAQs, and company-specific information—if the user has access rights based on their domain.
2. Does the AI support agent get smarter over time?
Not currently. There is no active learning or improvement mechanism. The model does not adapt or learn from user behavior or previous conversations.
3. Can the AI remember things I told it earlier in a conversation?
Yes. It maintains conversation context within a single session, allowing for coherent follow-up questions and more natural dialogue.
Access Control & Data Privacy
4. Who can access which knowledge base articles through the AI?
- Public articles: Available to all users.
- Company-specific articles: Only accessible to users whose email domain matches the domain tied to the article’s company.
5. Does the AI collect or store any personal identifying information (PII)?
No. The AI does not collect or retain PII, helping ensure compliance with privacy regulations and internal data governance policies.
Language Support & Accessibility
6. Can the AI support agent handle languages other than English?
It has no explicit multilingual support but can translate and respond in other languages if requested by the user. This is dependent on the base model's capabilities rather than engineered multilingual logic.
Support Escalation & Ticketing
7. What happens if the AI can’t answer my question?
If no relevant knowledge base content is found, the AI will suggest creating a support ticket and automatically open the support contact sidebar for the user.