Agents learn your language
They learn your teams’ terms, shorthand, and ways of working, then create a shared understanding of what everything means.
Knowledge Engine for Customer Support
Resolve faster with the complete customer story.
Bring tickets, account history, product context, incidents, and prior resolutions into one governed support workflow.
KEP
Support escalation review
Review the accounts with breached or at-risk SLAs and prepare the next actions.
I connected ticket history, customer tier, product context, incidents, owners, and prior resolutions. I’m preparing the escalation brief now.
SLA escalation briefReport
58%
lower token cost
when using Knowledge Engine
2x
more tasks
vs. frontier models
32%
more accurate with open source
vs frontier model
19 of 34
tacit-knowledge facts captured
vs. RAG’s 1
Source: “Knowledge Engine Platform for Long-Horizon Professional Agents” and “Context Graphs for Recovering Tacit Organizational Knowledge”, Accrete AI, August 2026.
The ticket is only one part of the customer problem.
Support teams must connect the current request to account priority, product behavior, earlier conversations, known issues, engineering work, and prior resolutions. When that context stays fragmented, queues grow and escalations lose clear ownership.
Customer Support cognitive fabric
Connect the context behind the work.
Agents learn the language of the work, create the data flows that connect its systems, and build a living context graph for each request.
Agents connect your systems
They create the data flows that bring the right information together for each task, without manual setup for every source.
Agents build the context graph
They connect people, records, decisions, and outcomes while preserving a clear path back to the source.
Connected systems
Explore 1,000+ integrations →- Salesforce
- Zendesk
- Intercom
- ServiceNow
- Jira
- Slack
Workflows
Change the work, not just the interface.
01
Triage and route with context
Classify incoming work using the issue, customer tier, product area, known incidents, ownership, urgency, and the team’s SLA policy.
02
Draft a grounded response
Retrieve the relevant customer history, documentation, similar resolutions, and product evidence, then prepare a response for agent review.
03
Coordinate escalations and trends
Connect related tickets, incidents, accounts, and product work; assign the next actions; and produce recurring voice-of-customer reporting.
One end-to-end example
From at-risk queue to reviewed escalation plan.
01
Connect
Gather tickets, customer and contract context, documentation, product telemetry, incidents, engineering work, conversations, and prior resolutions.
02
Analyze
Group related issues, test against known problems, identify SLA and account risk, and surface missing ownership or evidence.
03
Deliver
Create the escalation brief, proposed responses, owner list, customer updates, and voice-of-customer summary.
04
Control
Require support review before sending a response, changing a ticket, escalating an account, or updating a customer-facing system.
What the team gets
Outcomes people can inspect and use.
Prioritized support queue
Cases organized by urgency, customer context, known issue, SLA exposure, and required owner.
Response and escalation brief
Grounded draft responses, related evidence, open questions, owners, and next actions.
Voice-of-customer report
Recurring themes connected to affected accounts, product areas, incidents, and resolved work.
Context that compounds
Context grows through the work itself.
Teams should not have to pause the work to document every lesson. The decisions they review, correct, approve, and reuse can make the next workflow better informed.
01
Support work leaves signals
Accepted drafts, corrected classifications, escalation choices, product links, and final resolutions reveal what solved the problem.
02
The Knowledge Engine connects the trace
Relate those decisions to customers, tickets, documentation, incidents, product work, owners, and outcomes.
03
The next case starts ahead
Agents can reuse resolved context and team judgment instead of rebuilding the same answer from scratch.
Source records remain the authority. The Knowledge Engine keeps extracted evidence and inferred relationships distinguishable so people can inspect what the organization recorded and what the system derived.
The Accrete product
Context, work, and control in one path.
The Knowledge Engine brings customer, product, service, and operational context into the support workflow while keeping external responses and source-system changes under human control.
Agent Lab and Custom Skills
Turn a good workflow into shared capability.
Build a specialized support-triage agent
Enrich new work, suggest classification and routing, and prepare a grounded response under support policy.
Save an escalation skill
Preserve severity rules, evidence requirements, owner paths, response standards, and reporting format.
Start with one workflow
Define the outcome before expanding the system.
Bring the workflow, its information sources, its approval requirements, and the result your team needs. We’ll map a focused first deployment and the path to reuse.
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