You answer the same forty questions forever. Cairn turns each answer into an asset.
Your team already writes excellent documentation — one ticket at a time, then throws it away. Cairn keeps it, publishes it, grounds an agent in it, and tells you which question is still costing you the most.
The three sentences we hear from support leads.
“Our help center is stale and everyone knows it, so nobody links to it.”
What Cairn does:
When a walkthrough step stops resolving, the guide is flagged, its owner is notified, and it stops being used as an AI answer source. Staleness announces itself.
“We bought an AI chatbot and it made something up in front of a customer.”
What Cairn does:
Answers must cite retrieved sources. Below the confidence threshold the agent declines and hands off with full context — and the refusal behaviour is regression-tested in CI.
“Writing documentation always loses to the queue.”
What Cairn does:
Recording a workflow while you do it takes a minute. Conversation mining turns three similar resolutions into a draft article you only have to review.
Week one is the help center. Week four is the loop running itself.
Not a migration project. Each week produces something usable on its own, so you can stop at any point and still be ahead.
- Week 1Capture your top tenRecord the ten questions you answer most, while answering them. You now have ten guides and a branded help center on your domain.
- Week 2Widget and inboxDrop in the widget, connect email, and move the team into one inbox. Copilot drafts from the ten guides and cites them.
- Week 3Turn the agent onIt answers from your own content with citations, and declines rather than guessing. Escalations arrive with the retrieval set attached.
- Week 4Work the gap queueKnowledge Health now ranks what the agent could not answer by frequency × value. The top of the queue is your next capture.
Knowledge, the inbox, and the agent
The rest of the product is there when you need it. These are the parts this job leans on.
Record the workflow once, in the browser or on the desktop. Field labels are recorded; the values typed into them never are.
A branded help center on your domain, with public and customer variants of the same article and a freshness SLA with a named owner.
Seven channels behind one inbox, keyboard-first, with tickets and chats in one model rather than two products.
Grounded, cited, and honest about what it does not know — with per-conversation cost visible rather than priced per resolution.
Misses become ranked work orders; resolved conversations become draft articles. This is the part that compounds.
Where Cairn is the wrong choice
If your support volume is twenty conversations a month, this is more machine than you need.
- Below roughly a hundred conversations a month the loop has nothing to learn from. A shared inbox and a wiki will serve you better until volume arrives.
- If your product is a physical good and your questions are almost all "where is my order", the order-status path matters more to you than the documentation engine — start on the e-commerce page instead.
- If you need a contractual uptime SLA today, we do not have one. The reliability figures on the security page are internal objectives.