AI for customer service teams
Where AI speeds up customer service, and where a person still owns the reply.
Customer service is where a company keeps its word to the people who already trust it. AI is useful for drafting and organising around that work. It never sends a reply, issues a refund or closes a complaint on its own.
Five real workflows
Where AI actually helps.
- 01
Drafting replies to routine queries
Drafts a first-version reply from the customer's message and your policies.
- You keep
- Checking the reply is accurate and appropriate, and sending it.
- Try this week
- Take one recent routine query, draft a reply with it, then edit as you normally would before sending.
- 02
Summarising a case history
Turns a long thread or call history into a short summary before you pick up a case.
- You keep
- Checking the summary against the full history before acting on it.
- Try this week
- Take one long-running case, ask for a summary of what's happened so far, then check it against the full thread.
- 03
Building and updating help articles
Drafts or restructures a help article from your notes on how you'd answer the question.
- You keep
- Checking the article is accurate before it's published.
- Try this week
- Pick one question your team answers often and draft a help article from your usual answer.
- 04
Spotting themes in complaints and feedback
Groups a batch of feedback or complaints you provide into themes.
- You keep
- Deciding what the themes mean and what changes as a result.
- Try this week
- Paste in a batch of recent feedback, ask for the themes that come up most, then check against a full read.
- 05
Escalation summaries
Drafts a clear summary of a case for the person it's being escalated to.
- You keep
- The decision to escalate and everything that happens next.
- Try this week
- Take one case you're escalating, ask for a clear summary for the next person, then check it before sending.
Handle with care
Rules for customer service teams, not fear.
- Customer data
Case details, personal information and account data stay inside tools your organisation has approved for that data.
- A person sends every reply
AI drafts. A person reads, checks and sends every reply, refund and complaint outcome; none of these go out automatically from a draft.
- Consistent, fair treatment
Drafted replies are checked so similar cases get similarly fair treatment, not only similarly fast replies.
- Escalate what AI can't judge
Anything involving a vulnerable customer, a legal threat or a safety concern goes straight to a person, not through a drafted reply.
Where to start
The right size of first step.
Team AI workshop
From $2,500
Support teams share templates, a knowledge base and a tone across every agent. A workshop builds one shared way of drafting replies, with clear rules on what always goes to a person.
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