AI-powered customer support can often feel like a black box. Too often, AI delivers answers without explaining how it got there - no source, no reasoning, and no way to verify if it’s actually correct.
This leaves agents with two frustrating choices:
Blindly trust the AI’s response and risk giving inaccurate information.
Double-check everything manually, which chips away at any efficiency gains.
Neither is ideal. That’s why we’ve updated Maven to “think out loud” - explaining its reasoning, showing its sources, and letting agents see the steps it took before giving an answer.
Instead of just giving answers, Maven shows its work - step by step - so agents can see exactly how a response was formulated. Maven now:
1. Displays knowledge sources considered and used to craft responses
When a customer asks, “How much does my subscription cost?” Maven searches through all relevant knowledge sources to find the most accurate information. Maven will then select the best source - whether that’s a subscription level overview article or a past chat transcript - to pull the right details. We’ve now opened up the AI black box, displaying this information for easy agent reference.
2. Shows actions considered and taken
Most AI tools stop at retrieving information. Maven goes further by evaluating what action needs to be taken and executing it on behalf of the customer. In the subscription example, Maven may determine that “offering an upgrade” is the best course of action and guide the customer toward it, making the process effortless and intuitive.
With this level of transparency, teams can see why Maven made a decision and trust the answers it provides.
"With Maven's attribution for knowledge and actions, we no longer have to guess how an answer was constructed,” said Jim Kohl, Head of Service Delivery at Check. “Now, we can quickly identify sources, spot knowledge gaps, and make targeted changes to drive quality responses faster. This feature has been especially valuable in building internal confidence and accelerating AI adoption across our organization and with our customers."
At Maven, we believe AI is more than just a tool - it is a trusted and transparent partner. We’re excited to continue delivering AI-powered customer support that agents can see, understand, and rely on.
