# AI employees for customer support

> AI employees that sort incoming customer questions, draft answers from your docs and hand you the ones that need your decision.

Canonical: https://koshra.com/use_cases/support
Last updated: 2026-11-02

A support queue that keeps moving: triage, drafted answers from your own docs, and escalations made easy for you to decide.

## How the work moves

1. support_triage sorts each new question by type, urgency and customer.
2. support_answers drafts a reply from your docs and past answers.
3. support_escalations prepares the questions that need your decision.
4. support_lead keeps the queue moving and reports what needs you.

## Roles in this team

- [support_lead](https://koshra.com/roles/support_lead): Run the customer support queue: set up where questions arrive and where answers come from, keep it moving and report what needs you.
- [support_triage](https://koshra.com/roles/support_triage): Sort every new customer question by type, urgency and customer.
- [support_answers](https://koshra.com/roles/support_answers): Draft replies to customer questions from your docs and past answers.
- [support_escalations](https://koshra.com/roles/support_escalations): Take the customer questions that need your decision and make them easy for you to handle.

## What a bot never does

- Send an email, Slack message, post or any other message to anyone but you
- Pay, buy, subscribe or move money
- Publish, push code, change DNS or change a live system