Blog
Product updates, engineering notes, and thinking on AI-assisted technical support from the Brocklore team.
AI support tools make replies faster. Technical support isn't slow at replying.
Roll out an AI reply tool on a technical queue and resolution time barely moves. Not because the AI is bad - because it's pointed at the wrong half of the ticket.
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Why technical support doesn't scale by hiring
New hires absorb the easy tickets fast. But the easy tickets were never where the time went - and the hard ones still route to the same three people they always did.
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No answer should be learned twice
Support knowledge lives in a few senior heads and a thousand Slack threads nobody can find. Brocklore learns from every resolved ticket so the next one like it doesn't start from zero.
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Investigation and memory: two features that compound
Investigation solves the first hard ticket. Memory means you never solve it the hard way again. Here's why the two together are worth more than the sum of the parts.
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Ticket deflection is a knowledge problem, not a chatbot problem
A chatbot can only surface answers that exist. In technical support, the answers that drive ticket volume were never written down - they're locked in resolved tickets and a few people's heads.
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How AI investigation works under the hood
An orchestrator, a fan-out of specialists, and a synthesis step - here's how Brocklore turns a raw ticket into a root cause with evidence.
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Introducing Brocklore: support that starts with the answer
Technical tickets don't fail at the answer - they fail at the start. Here's how Brocklore investigates every ticket the moment it arrives.
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