Answer routine questions with the right context.
Give customers a useful response from information your business has checked. An enquiry agent can ask for missing details and pass more complex questions to your team.
Customer support is one application of a custom agent system, connected to the channels and information your business uses.
A question becomes a clear next step.
Example workflow, shaped to your business during scoping.
Understand the request
Read the question and ask for the details needed to answer it or send it to the right person.
Use approved information
Find the relevant service information, policy or help article within the sources you have agreed.
Answer or hand over
Respond within the agreed scope. Pass uncertain or sensitive requests to your team with the conversation attached.
Your information sets the boundaries.
Abdul reviews the source material with you and agrees which questions the agent can handle. Your team decides who owns updates and who receives requests that need judgment.
- The customer knows they are speaking with an AI assistant.
- Access is limited to the information needed for the task.
- Professional advice and unsupported answers are routed to a person.
Start with the questions your team answers most.
Bring the questions, your current answers and the point where staff should take over.
Discuss your agent system