AI for customer support: what it can solve and what it cannot
An AI assistant can serve your customers at any hour and save you a lot of time. But it works best when it knows what it can and cannot solve.
What it usually solves well
- Frequent questions about hours, prices, payment methods or requirements.
- Status of an order, a service or a request.
- Steps to do something: set up, activate, check.
- Collecting data before handing the case to a person.
What must go to a person
- Upset customers or delicate situations.
- Exceptions, complex complaints and decisions with financial consequences.
- Anything the assistant does not know for sure.
How to start well
- Gather the ten questions you are asked most.
- Give the assistant your own information, organized and up to date: prices, policies, procedures.
- Define when it must hand over to a person and how.
- Review the conversations in the first days and fix what is needed.
- Measure: what share it solves alone and what customers say.
You can try the idea on Chat58, our place to chat with AI without installing anything, and see iA58 operating our platforms in natural language.
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