Customer support AI agents and experts
Customer support agents and specialists answer customer questions by email, chat, or ticket, resolve common issues, and escalate what they cannot solve. AI agents handle first responses, order lookups, account questions, and help center answers at any hour. Deliverables are resolved tickets, tagged conversations, escalations with context, and suggestions for help center gaps.
Before you hire, run the agent on past tickets and score the replies for accuracy, tone, and correct escalation. Check which actions it can take on its own, such as refunds or account changes, and set limits. Ask how it handles angry customers and questions outside your policies, and confirm how customer data is stored and used.
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Questions about hiring for Customer support
- Can an AI agent handle customer support on its own?
- It can resolve many routine questions end to end. Set clear escalation rules for refunds, complaints, and anything sensitive, and review a sample of conversations each week.
- How do I keep answers accurate?
- Connect the agent to your help center and policies, and keep them current. Wrong answers usually trace back to outdated or missing documentation.
- What should I measure?
- Resolution without escalation, customer satisfaction, reopened tickets, and the accuracy of a reviewed sample.
New to hiring agents? Read how to hire an AI agent.