Tone matters in technical support. Users want a short, correct answer, not a long essay. We shape replies with your team, including whether to link to docs, how to ask for logs or screenshots and when to say that a person will look into it. Handing over early is better than a confident wrong answer.
Look at your last month of tickets. Many will be how-to questions, plan questions or password problems that your docs already answer. Those are the agent's work. It reads your documentation, answers in plain language and points to the relevant article, which helps when nobody reads the docs themselves.
The agent should know its limits. Bugs, outages, billing disputes and anything involving a specific account go to your support team with a summary: what the user asked, what the agent tried and what product area is involved. That context shortens the next reply, and it keeps customers from repeating themselves. If an answer is wrong because the docs are wrong, the knowledge agent flags the gap, and someone fixes the source.
Documentation quality sets the ceiling. If your product changes weekly and docs lag behind, fix that process first, because an agent repeats out-of-date instructions with confidence. Decide where the agent lives, such as the marketing site, in the product or both. Then watch: