Each incoming ticket is answered from your own manuals and resolved cases — every step carries a source citation, hallucinations are caught by a grounding gate, and the draft reply and next-best-action wait for a human. Runs on your infrastructure, with a full audit trail.
Your best answers already exist — in manuals, runbooks, SOPs, and the tickets your team already resolved — but they live in silos, so every repeat question gets re-answered from scratch. Handle time climbs, answers drift between agents, and knowledge walks out the door with whoever retires.
The moment you point a generic AI chatbot at it, it confidently invents a fix it can't cite. In regulated and safety-critical work that isn't a quality problem, it's a liability — and it is exactly the authority you cannot hand a model: the authority to answer a customer, a patient, or a technician on its own.
Fast — assembled from flow8 building blocks that already exist and are adversarially hardened. Seed a small batch of manuals and resolved tickets, point it at your inbound queue with the kill-switch on, and it runs shadow-first — the first cited drafts land in the review mailbox the same day, before any reply can reach a customer.
The same pipeline serves every queue you own — one product line or ten.
It turns the manuals and resolved tickets you already own into same-day cited drafts — no model training, no re-platforming your help desk, no data leaving your walls.
The agent edits a drafted, cited answer instead of researching from zero — a root-cause plus step-by-step fix, ready to review and send.
Each answer step resolves to a specific manual section or prior case, so the reviewer trusts it in seconds and the auditor can reconstruct exactly where it came from later.
A grounding gate flags any uncited or off-base step before a human ever sees it — the assistant is honest about what it doesn't know instead of fluent about something it made up.
The draft reply and the next-best-action task wait for a human. No customer is emailed, no ticket auto-submitted, no part auto-ordered — a wrong answer can't reach anyone on its own.
Every ungrounded step and low-confidence answer is recorded, so the topics your corpus is thin on surface as data — you learn where the knowledge base needs filling.
The model proposes a cited answer; a human sends it; nothing touching a customer or an action ever auto-fires. It is the same secure spine every flow8 Solution runs — here worn as a cited answer engine.
proposed cited draft on a tamper-evident ledger — not a sent reply.proposed rows on the shared actions ledger.
draft, not act
Cited Auto-Resolution gives every incoming ticket a head start a human finishes. First it builds a knowledge base you own — ingesting your manuals and historically resolved tickets, embedding them into a vector store, and mirroring per-chunk provenance into a relational table so every citation resolves to a human-readable source. Then, per ticket, it embeds the query, retrieves the most relevant chunks, runs the injection pre-scan before any model sees the text, and a schema-locked LLM drafts a root-cause and step-by-step answer where every step cites a specific source.
Because the LLM may only reference chunk ids it was handed — the grounding gate flags any out-of-set or uncitable step, citations resolve deterministically from the provenance mirror, and the evidence row is written before any draft on a hash-chained, signed ledger — you get agentic value without ever handing a model the authority to answer on its own. Off-the-shelf chatbots let a model speak first and bolt on citations later; flow8 makes the citation the architecture.
proposed rows and wait for one human approval. It is the program-defining invariant.Not rebuilt from scratch — composed from the same governed building blocks every flow8 Solution shares, so it ships in days.
Any team whose questions arrive against a body of manuals, SOPs, or regulated guidance that every answer must be grounded in before it goes out.
Adopt this one and it plugs into the spine the others already speak.
Point it at your manuals and your last year of resolved tickets, and watch the first cited drafts land in your review mailbox today — answers your team finishes, never answers your AI sends. When you're ready, flip on the human-task queue and add the next-best-action, a richer corpus pipeline, or the signed governance ledger on the exact same spine.
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