Frequently Asked Questions (and answers to them)
Have a question? Check here for an answer.
Why is smartQueue different from other customer support bots?
smartQueue is not a generic chatbot. It is a controlled support automation system designed to classify, validate, and respond only when it is safe to do so. It follows predefined rules, verified responses, and escalation logic instead of improvising answers.
How is smartQueue different from using a chatbot directly?
Chatbots generate responses freely. smartQueue does not. smartQueue uses AI only as one layer inside a controlled workflow that includes classification, validation, historical checks, and escalation rules. This prevents hallucinations, invented policies, and unsafe responses.
Does smartQueue actually reduce tickets or just reply faster?
smartQueue reduces ticket volume by resolving repetitive and well-defined issues automatically. Tickets that require human judgment are escalated early instead of bouncing between agents.
What real problems does smartQueue solve?
smartQueue reduces repetitive work, human errors, inconsistent replies, long resolution times, and agent overload. It brings consistency, safety, and structure to customer support operations.
What type of companies benefit the most from smartQueue?
Companies with high ticket volume, repetitive issues, strict policies, or limited support teams benefit the most. It is especially effective for subscription-based, SaaS, media, and service platforms.
Does smartQueue replace human agents or support them?
smartQueue supports human agents. It handles predictable Tier 1 interactions and escalates complex or sensitive cases to humans, allowing agents to focus on high-value work.
How quickly can we see results after implementation?
Results are typically visible within days. Reduction in repetitive tickets and faster first responses are usually the first measurable improvements.
How does smartQueue prevent AI hallucinations?
smartQueue does not allow the AI to freely invent answers. Responses are validated, checked against known data, and rejected or escalated if they do not meet strict criteria.
Can smartQueue invent policies, prices, or actions?
No, smartQueue is explicitly designed to prevent this. If a response requires assumptions, account changes, or policy interpretation, the ticket is escalated to a human agent.
What happens if the smartQueue is not confident about an answer?
If confidence or validation thresholds are not met, smartQueue does not reply. The ticket is escalated automatically.
How does SmartQueue reduce human errors?
By enforcing consistent rules, predefined responses, and automated checks, smartQueue eliminates common human mistakes such as incorrect policies, inconsistent messaging, or rushed replies.
What validation exists before a response is sent?
smartQueue validates intent, context, repetition, similarity to past replies, and policy compliance before sending any response.
What happens if smartQueue makes a mistake?
Safeguards are in place to detect repetition, contradictions, and unsafe replies. In such cases, smartQueue escalates instead of continuing automation.
Can we enforce strict rules on what smartQueue can answer?
Yes, smartQueue operates entirely under predefined rules and restrictions that you define for your company.
Does smartQueue handle sensitive customer data securely?
Yes - smartQueue is designed with security as a core principle and follows strict access and data handling rules.
Is our company’s data isolated from other clients?
Yes. Each client operates on a completely separate database and configuration. Data is never shared or mixed across customers.
Does smartQueue train AI models using our data?
No. We never use your customer data to train AI models.
Where is our data stored?
Your data is stored securely according to your configuration and infrastructure setup, with isolation enforced at all levels.
What level of access does SmartQueue have?
smartQueue only accesses the information required to process tickets. It does not modify user accounts or personal data unless explicitly allowed and controlled.
Can smartQueue modify user accounts?
No. SmartQueue does not perform account modifications. Actions requiring account access are escalated to human agents.
What happens to our data if we decide to stop using smartQueue?
Your data remains under your control and can be removed or archived according to your policies.
Can we decide when smartQueue replies or escalates?
Yes. You define exactly when smartQueue is allowed to respond and when it must escalate.
Does smartQueue automatically escalate complex cases?
Yes. Complexity, uncertainty, or sensitive topics trigger immediate escalation.
Which ticket types are never answered automatically?
Billing changes, cancellations, refunds, legal matters, and account modifications are examples of ticket types typically excluded from automation.
Can certain topics always be escalated to human agents?
Yes. Any topic can be configured as “human-only.”
Does smartQueue learn from past mistakes?
smartQueue improves through rule refinement and response controls rather than uncontrolled learning.
Can we audit or review the responses that smartQueue sends?
Yes. All actions and replies can be logged and reviewed.
What happens if a customer insists or repeats the same request?
Repeated or escalating interactions trigger human escalation automatically.
Which platforms does smartQueue integrate with?
smartQueue integrates with modern ticketing platforms and support systems out of the box.
Does it work with Freshdesk, Zendesk, Salesforce, etc.?
Yes. SmartQueue is designed to work with major ticketing and CRM platforms.
How long does integration take?
Integration is typically fast and does not require workflow changes.
Do we need to change our existing workflows?
No. SmartQueue adapts to existing workflows rather than forcing new ones.
Can smartQueue adapt to our internal rules?
Yes. All rules, policies, and escalation logic are configurable.
Does smartQueue support multiple languages?
Yes. smartQueue supports multilingual customer interactions.
Can smartQueue manage multiple brands or products?
Yes - smartQueue can be configured per brand, product, or business unit.