AI customer support agent: answering 24/7 without overloading the team

Four flags this morning on your customer requests.
· One question has recurred 41 times since Monday, always after Friday's update. It has no answer in any of your help pages.
· Seven requests have waited more than 48 hours, all on the same subject, all waiting on information one department holds.
· A help article describes a screen that no longer exists. It is viewed 60 times a week — the third most-read article.
· Three customers have written twice about the same subject under two different references, and so are getting two answers from two people. morning-watch_4-flags.pdf4 flags · 1 question with no answer
⛓ Source · incoming requests, help base, update log, ticket history

It says Friday's update moved something without documenting it.
The question, in its most frequent form: "where has the export button gone?" — 41 times since Monday, in 9 wordings.
What I looked for: an answer in your help pages, your release notes and your standard replies. Nothing. Friday's release note mentions "redesign of the reporting interface" and does not say where export moved to.
What I did instead, and it matters: I did not guess. I could have answered "look in the Reports menu", which is plausible and may even be right — but a customer who follows a wrong answer comes back angrier than one who was told we were finding out.
What the 41 received: "this question is going to the product team; you will have an answer within 24 h", and the question did go.
What I propose: one sentence of answer, validated by product, and a line in the release note. The 41 become zero. question-41-times_no-answer.pdf9 wordings · 0 answer in the help base
⛓ Source · 41 requests since 03/08, help pages, release note of 31/07

I watch, continuously, what you have opened to me: the requests coming in, your help pages and their dates, your release notes, and requests already handled.
Routing follows what unblocks: a question with no written answer goes to the product team, with the wordings and the volume — 41 occurrences are settled by one sentence, not by 41 replies; blocked requests to the department holding the information, grouped, not one at a time; an out-of-date article to its author, with its view count; duplicate requests to both people answering, before they send.
With a chase: 4 h on a customer request waiting 48 h, 24 h on a high-volume question, 7 days on the rest. Then a monthly summary: by subject and by help article, never by advisor.

What this morning has already given back: 41 requests reduced to a single sentence to write — 9 wordings, one and the same hole in Friday's release note — 7 requests stuck for over 48 hours unblocked by a single department, and 3 customers who will not get two answers from two people. From tomorrow: the third most-read article in your help centre, 60 views a week, stops describing a screen that no longer exists, and one sentence validated by product takes the 41 to zero. The access is yours: requests, help pages and release notes opened by role, logged, withdrawn with a word — your customers' data stays inside your walls. Every answer comes out of what you have written, and when nothing is written I say so and escalate: "you will have an answer within 24 h" kept, rather than a plausible answer that brings the customer back angrier. What the net catches, and how often it tightens: a request waiting 48 h chased at 4 h, a high-volume question at 24 h, an out-of-date article flagged with its view count — and no request ever closed without an answer. The next step is ready: the reply sentence and the release-note line are drafted, one product sign-off is missing; the 41 customers are identified and can be called back in one go.
✎ Proposal · watch and chases to be configured — you set the thresholds