Locate Support Macros, SOPs & Runbooks

Great support isn’t magic — it’s repeatability.

The Problem

Agents improvise answers because they can’t find the official macro or SOP. Response times climb, consistency falls.

The AI Way

• Macro finder: indexes canned responses across tools.
• SOP search: finds procedures by product, issue, or region.
• Runbook linking: connects escalation steps and dependencies.

Workflow

1. Search topic:"refund" type:macro OR sop
2. View AI summary → verify version & owner.
3. Insert snippet directly into reply.

Results

• −50 % resolution time
• +20 % CSAT improvement
• Zero “where’s the doc?” moments

Try Context Search AI