Advanced AI Widespread Issues

For those using Advanced AI, I’d love to hear how you’re managing widespread or known issues to help prevent those tickets from unnecessarily reaching a human agent.

For example, when there’s a known issue impacting a large number of customers, what have you put in place so Advanced AI can recognize the issue, provide the appropriate messaging or workaround, and deflect the ticket when human intervention isn’t needed?

Are you using specific Knowledge Base articles, intents, procedures, temporary content, triggers, or another approach?

I’m especially interested in how others balance quickly responding to widespread issues while still making sure customers who genuinely need additional help can reach an agent.

What has worked well for you?