Support systems need memory

Support systems need memory

Support agents are most useful when they understand what already happened. Ticket history, product events, and policy changes should shape the next answer before a person opens the thread.

That memory does not need to be endless. It needs to be relevant, recent, and clearly cited so teams can trust the recommendation.

Design for escalation

The handoff to a human should be a designed state, not a failure. Include summary, confidence, and the next best action.

Good escalation keeps customers moving and keeps agents accountable.