The hardest part of automating support is not answering questions. It is knowing when not to.
We would rather the agent hand off than bluff. When the answer is not in your content, or the customer is clearly frustrated, or the request is sensitive — billing disputes, account access, anything risky — the right move is a graceful handoff with the conversation context attached, so your team picks up where the agent left off.
Drawing the line
A good rule of thumb: automate the questions your docs already answer well, and route everything else to a person. Over time, the gaps the agent hands off become your best to-do list for new content.
The goal is not to deflect every ticket. It is to resolve the easy ones instantly and route the rest without making the customer repeat themselves.