01 · Understand
Identify the question and customer
Read the inquiry, identify the customer, and build account context before preparing an answer.
Support Copilot · Davis-Thompson Foundation
AI support grounded in the facts.
Connecting support questions with account records, learning systems, and organizational knowledge to prepare informed replies for staff review.
- Client
- Davis-Thompson Foundation
- Work
- AI application & workflow integration
- Focus
- Support research and reply drafting
- 01Question
- 02Research
- 03Draft
- 04Staff review
The challenge
The answer lives across several systems.
A question about a login, course, payment, or certificate often requires more than reading the customer’s email. Staff need to check the person’s account, registration or enrollment, and the relevant policy before they can respond.
Support Copilot brings that research into a connected workflow, giving staff the context behind a suggested reply.
The development work
Bring the relevant information together.
The assistant reads an email thread or a question from Slack, identifies the customer, and gathers information from the membership website. Depending on the question, it can check login history, course enrollment, event registration, payments, certificates, and internal guidance.
Staff receive the research, notes explaining the issue, a confidence assessment, and a draft reply they can review.
02 · Research
Look across connected systems
Research the membership site, login system, online courses, payments, and internal knowledge base (WordPress, Auth0, Canvas, Stripe, and Notion).
03 · Draft
Prepare a useful reply
Use Claude to turn the inquiry and research into a response, with staff notes explaining the context and probable cause.
04 · Review
Keep staff in the workflow
Deliver research and drafts through email or Slack so staff can assess the evidence and review the customer reply.
The AI work
Use the right information to prepare a reply.
Claude helps interpret the question and draft a response. Connected research tools retrieve relevant information, while the internal knowledge base supplies organizational guidance.
Routine checks, such as certificate lookups or event-registration checks, can run directly for recognized questions. The assistant uses those results alongside its research to prepare the reply.
Research the issue, then review the reply
Staff receive the account summary, tool results, confidence level, and probable cause alongside the draft. That makes the assistant’s work available for review before a customer response is sent.
The result
A connected support workflow.
Support Copilot gives staff a path from an incoming question to researched context and a draft reply. Email and Slack entry points bring that capability into the places where support work already happens.
The project demonstrates practical AI integration around an existing website: connecting its data and services with an assistant that helps the team investigate and respond.
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