Self-Service & Deflection
Most customers would rather not talk to you. They open a ticket because the help center made them. They searched, got ten articles ranked by keyword overlap, opened three, found the one that almost matched, and gave up. The answer was there. The retrieval was the problem. Then support gets a ticket that says “I can’t find how to change my billing email” and a person spends four minutes pasting a link.
The fix is not more articles — it is answering the question instead of returning documents. Skynet mini-apps let you build a self-service front end that reads the question, answers it from the docs you connected, and shows where the answer came from. And critically, it knows when to quit. Deflection that traps someone in a loop is worse than no deflection at all.
How it works
Answer, do not search
The mini-app takes the question as asked and responds in a sentence or two, grounded in your help center and past resolved tickets. It links the article underneath for anyone who wants the full version.
Show the source
Every answer cites where it came from. Customers can check it, which is what makes them trust it — and it keeps the agent honest, since it can only answer from what you actually wrote.
Give up quickly and well
If it cannot answer in two tries, or the question involves an account decision, it stops and offers a human. The whole exchange goes into the ticket, so nobody is asked to explain it a second time.
Mine the failures
Every question it could not answer is a gap in your docs. The agent reports those weekly, sorted by how often they came up — a to-do list for the help center, written by your customers.
Build it from a prompt
Describe the behavior you want and Skynet builds the mini-app.
Ticket volume drops because the easy questions get answered where the customer already was, not because anyone was blocked from reaching you. The tickets that do arrive are real, and they arrive with the customer’s failed attempt already attached.