AI Assist
Customer support is where a business feels overload the fastest: repetitive questions, queues, agent burnout. An AI agent can close up to 80% of typical inquiries, leaving only the complex cases to people.
Start with inquiry analysis
The first step is to understand what customers actually ask. Usually most inquiries repeat: order status, delivery terms, returns, basic instructions. These are the ones to automate first.
Set up the knowledge base
The agent is only as accurate as your knowledge base. Gather instructions, FAQs, and typical solutions — and update them regularly.
Design the escalation
The most important rule: the agent must know when to hand the chat to a human. Complex or emotional cases reach an operator together with full context, so the customer does not have to repeat anything.
The goal of automation is not to remove people but to free them from routine for the conversations that truly matter.
Measure the result
- Share of automatically closed inquiries;
- First response time;
- Customer satisfaction (CSAT);
- Operator workload.
