AI Agents in Customer Support: What Works Today
Agents can answer common questions and take simple actions.
Good fits
Low-risk requests.
- Order status.
- Password resets.
- FAQ answers.
Hand off
Escalate complex or emotional cases to humans quickly.
Guardrails
Limit refunds and account changes.
Measure
Track quality.
- Resolution rate.
- Customer satisfaction.
- Escalation reasons.
Key takeaway: Automate simple requests with strict limits and an easy path to a human.
