Use case
Customer support for routine phone requests
Combine configured knowledge and escalation rules so routine requests have a defined answer path and sensitive cases reach the right people.
Definition
AI customer support uses a conversational workflow to identify a request, use approved knowledge, and follow an owned resolution or escalation path. It should have explicit limits for requests that require judgment or account authority.
What it can do
Use configured knowledge-base content in a workflow.
Collect the context needed for follow-up.
Route calls to a person when the pathway requires escalation.
How the workflow works
- 1Choose routine support intents suitable for automation.
- 2Connect approved knowledge and define escalation conditions.
- 3Review unresolved requests and improve the owned support process.
Operational outcomes
- A defined first response for routine requests.
- Useful context attached to an escalation.
- Clear automation limits for the support team.
Common questions
Which requests are suitable for an AI support workflow?
Start with routine, well-documented requests that have a clear answer or handoff path.
Where do support answers come from?
Answers should come from approved knowledge content configured for the workflow.
Can sensitive requests be escalated?
Yes. The business should define conditions that route sensitive, uncertain, or authority-dependent requests to a person.