FAQ/knowledgebase are not enough to reach 95%. If that was the case then this problem would've been solved long ago with the advent of semantic search engines.
You also need the following:
1) General principles of instructions split across topics - essentially distilling a support training manual into a flow chart of prompts.
2) Algorithms to detect best past resolutions to create new knowledge-base material on the go.
3) Continuous retrain and feedback loops which we have written models to perform on behalf of customers.
And continuous R&D effort into how these systems can improve.
You also need the following:
1) General principles of instructions split across topics - essentially distilling a support training manual into a flow chart of prompts.
2) Algorithms to detect best past resolutions to create new knowledge-base material on the go.
3) Continuous retrain and feedback loops which we have written models to perform on behalf of customers.
And continuous R&D effort into how these systems can improve.