Cusmato Documentation
Welcome to the Cusmato documentation. This is the central place for everything you need to know about how our helpdesk works.
What is Cusmato?
Cusmato is our approach to customer service. It combines clear guidelines, a fixed workflow, AI support and recognisable patterns to make every customer interaction run as smoothly as possible.
Documentation overview
Guidelines
How we communicate, escalate and close tickets
Workflow
The full process from ticket to resolution
AI model
First-contact AI, intent, sentiment, RAG, self-heal
Jessica
AI assistant for analysis and improvement
Knowledge base
RAG and knowledge base integration
Patterns
Recognisable structures for common situations
Legal documents
Data Processing Addendum (DPA)
Data processing agreement and GDPR compliance
Master Subscription Agreement (MSA)
Terms & Conditions for the Cusmato platform
Core principles
Customer firstConsistencyTransparencyLearning
- Customer first — The customer is central to every decision
- Consistency — The same situation gets the same approach
- Transparency — We communicate clearly and honestly
- Learning — We improve continuously based on feedback
For the Dutch documentation, visit /docs.