Article
AI in customer service: from FAQs to intelligent agents
Modern AI agents don’t just answer—they qualify, execute steps and transfer with context.
Key takeaways
- Start with repetitive cases (status, hours, onboarding, FAQs).
- Define handoff: when to route to a human and what context to carry.
- Integrate CRM/helpdesk to read/write data securely.
- Measure resolution rate, time saved, CSAT and escalation reasons.
Conclusion
AI works best when designed with clear goals, minimum necessary data and metrics from day one.