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AI Surface: Smart Suggestions for Case Resolution

AI Surface saves you time by showing suggested answers as you type.

Nick Kewney avatar
Written by Nick Kewney
Updated over a month ago

When you raise a case in The Layer, you may now see a helpful message appear under your subject and description, like this:

"We’ve detected a possible solution might exist in the Knowledge Base: How to diagnose a PSTN line fault"

This is the power of AI Surface at work. It's designed to surface relevant solutions while you're typing your case — so you spend less time searching and more time solving.

🔍 What Is AI Surface?

AI Surface is an intelligent assistant that analyses your case subject and description and instantly checks whether a similar case has already been solved or if there's a related Knowledge Base Article (KBA) available.

If it finds something helpful, it shows a preview link right below your case fields — no extra clicks needed.

🧠 How It Works

  1. You enter a case subject and description
    e.g. “My network is not functional”

  2. The system looks for the best match, either:

    • A previous case with a marked solution

    • A Knowledge Base article relevant to your issue

  3. AI rephrases the answer into a helpful, human-readable format using a model called T5-Large

  4. The suggestion is shown directly in your case form

🤖 What's Behind the Scenes?

For the curious:

  • AI Surface uses a fine-tuned model trained on real case resolutions from your Layer account.

  • It embeds the subject and description using a technique called semantic similarity.

  • If it finds a strong match to a resolved case (similarity score > 0.5), it surfaces that.

  • Otherwise, it falls back to the Knowledge Base.

  • The AI then rephrases the answer so it’s clear and friendly, using Google’s FLAN-T5 model.

🛡️ Is It Always Accurate?

The suggestions are designed to accelerate your workflow, not replace your judgment. If a recommendation doesn’t quite fit, just ignore it — no fields are auto-filled.

We're constantly tuning the model for accuracy based on feedback, especially for:

  • Short, vague descriptions

  • Overlapping software categories

  • Cases with no historical precedent

💬 Can I Give Feedback?

Yes, please do. The more feedback we receive, the better we can make the suggestions. If you spot an irrelevant suggestion, or think the AI has nailed it, let us know via the feedback form or through your product contact.

🚀 What’s Next?

We're working on:

  • Suggesting multiple options if several solutions are found

  • Letting you mark suggestions as helpful

  • Tighter integration between KB articles and real-case history

TL;DR

AI Surface saves you time by showing suggested answers as you type. It uses smart models to compare your case with resolved cases and KBAs, and delivers helpful suggestions instantly.

You stay in control. The AI just gives you a head start.

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