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CallSteer for
Tech Support

Guided troubleshooting, knowledge base answers on screen, and consistent resolution quality. Every agent resolves issues like your best.

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Built & Validated · Any Industry

Your agent only sees the nudge card. We're showing the full call so you can see the magic.

What It Does

Guided Resolution. Every Time.

CallSteer transcribes the customer’s issue and guides your agent through the right troubleshooting path — step by step, in real time. No audio is ever recorded.

Core

Guided Troubleshooting

Detects the issue from the conversation and walks the agent through the right diagnostic steps. Customized to your product line — software, hardware, or services.

Knowledge

Knowledge Base & Escalation

Surfaces relevant KB articles as the conversation unfolds. Knows when to escalate and provides the right handoff — tier, context summary, and steps already tried.

Quality

Consistent First-Call Resolution

Every agent follows proven resolution paths. New hires ramp in days instead of weeks. The right answer appears on screen — faster resolution, happier customers.

The Flow

What Happens on Every Call

Issue Described

AI Diagnoses

Steps Provided

Issue Resolved

Known issue? Instant fix steps. Complex problem? Guided diagnosis. Needs escalation? Smart handoff.

Your DNA

50+ Data Points. Built for Resolution.

One 2-3 hour session captures your diagnostic flows, escalation rules, and known issues. Upload your knowledge base — KB articles, troubleshooting guides, product docs — via file or URL. Agents tune their own sensitivity. Webhooks push resolution data to your CRM automatically.

KB Articles & Fix Steps

Upload your KB articles and troubleshooting docs — drag-and-drop files or paste a URL to import directly from your help center. When a caller describes a known issue, the resolution steps appear instantly.

Diagnostic Flows & Environment

Step-by-step diagnostic paths for your top 5 issues, plus environment checklists (OS, browser, version, account type) so agents ask the right questions from the start.

Escalation Rules & Known Issues

SLA-aware escalation triggers, active known issues with workarounds, and clear Tier 1/2/3 boundaries. Agents know exactly when to solve and when to hand off.

The Multiplier

Your Tier 3 Engineer's Knowledge. On Every Tier 1 Screen.

Your most experienced engineers know the shortcuts, the KB articles by heart, the diagnostic patterns that skip two hours of troubleshooting. The Custom Playbook captures that expertise and deploys it to every agent on the team — live on the next call.

Upload

Manager types a trigger phrase and the ideal diagnostic response. AI generates three natural variations tuned for support conversations.

Deploy

Every agent gets those responses live on their next call. Playbook entries are prioritized over AI — proven fixes surface first.

Compound

After six months, new agents inherit hundreds of proven diagnostic paths on day one. Your Tier 3 knowledge available at Tier 1 — every call, every agent.

Your senior engineers have solved thousands of tickets. Their diagnostic shortcuts are your biggest asset. The playbook makes that expertise permanent — reducing escalations, improving first-call resolution, and onboarding new agents faster.

Resolve Issues Faster. Start Today.

Same engine that powers our Sales and Customer Service modules — now built for Tech Support. Knowledge base answers on screen, guided troubleshooting, and consistent first-call resolution.

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CallSteer for Tech Support