During 6/3 MMMM - we learned how Mercury is using AI. There's a strong need of AI support in the EDD escalation channel | Voters

During 6/3 MMMM - we learned how Mercury is using AI. There's a strong need of AI support in the EDD escalation channel

Persistent Heliotrope purple Thrush

-The AI can be trained on internal documentation, knowledge bases, and escalation playbooks to answer common escalation questions

It can pull snippets or link users to the correct internal resources
The bot can remember recent context within a thread or Slack conversation, helping answer follow-up questions accurately without repeating context.
impact: Reduces the load on SMEs, potentially average response and resolution times drop significantly