Why a chatbot is not enough for support

Everyone has tried a chatbot. Most work like this: a question comes in, it finds an answer in a list, prints it, and stops. If the question is not on the list, it apologises. That is why everyone hates them.

Support work, though, starts where the chatbot ends. A ticket that says "it doesn't work" costs someone a phone call before anything begins. A ticket that says which system, what the screen shows, since when and under which user is work that can begin at once.

So Kolli is built around the request, not the answer. It asks until the request is complete. It confirms before it records. If an approved answer exists, it says it, word for word. If not, it does not invent one. And after the ticket comes the work: the decision brief, the approval, the execution, the reply. The chat is the smallest part.

A chatbot is fine when the question is simple. A colleague is for when it is not.