Customer support lives on tickets and documentation — both ideal for AI assistance, with humans on the hard cases. Here’s how UK support teams can use AI in 2026. (dgm implements osFoundry as an independent partner.)
Where AI helps customer support
- ticket triage and prioritisation;
- technical answer retrieval from docs and past tickets;
- response drafting for agents;
- ticket summarisation; and
- deflection of common issues via self-service.
AI handles repetitive tickets so agents focus on complex technical problems — with escalation to a human.
Resolve the routine, escalate the hard
AI can resolve or deflect common, low-risk issues with grounded answers, and draft responses on others. Complex or high-stakes technical issues go to agents, and customers can reach a human. The goal is to deflect the routine and accelerate agents, not remove human support.
Accuracy through grounding
AI gives accurate technical answers by grounding in your real documentation, knowledge base and past resolved tickets (retrieval/RAG), ideally with sources, not the model’s general memory. Agents verify significant responses. (See RAG explained.)
Data control
Keep customer and ticket data controlled (self-hosting or an EU region), minimise what AI processes, and avoid consumer tools — with an AI use policy. Customer data is personal data under UK GDPR.
Where osFoundry and dgm fit
dgm builds documentation-grounded support AI on osFoundry: retrieval over your docs and tickets, human oversight, data control (self-hosting or an EU region — it publishes US/EU/JP regions, not a UK one), and audit. (See also our customer service teams guide.)
dgm is an independent integration partner with zero integrations so far — no client claims. To scope a support AI project, book a consultation with dgm. General information only.