PRACTICAL GUIDE · CUSTOMER SERVICE
How to automate customer service with AI
Good automation solves predictable requests and hands over useful context when a person is needed.
Classify enquiries before automating
Review recent customer questions and group them by intent. A small number of repeated categories usually appears.
Level 1: information
Hours, location, services, required documents and repeated instructions.
Level 2: actions
Bookings, changes, request registration and account updates require integrations and controls.
Level 3: exceptions
Complaints, negotiation and sensitive cases should move quickly to a person.
Useful metrics
First-response time, automated resolution, hand-off rate, reopened cases, errors and staff hours recovered.
FROM GUIDE TO IMPLEMENTATION
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