AI can handle many customer service queries—but over-automation hurts satisfaction. The goal is to deflect what you can while making handoff to humans seamless when needed.
When to Automate
Order status, returns policy, shipping questions, and simple product queries are good candidates. Provide clear, accurate answers and links to self-service. Measure resolution rate and CSAT.
When to Escalate
Complex issues, complaints, and emotional situations need humans. Train the AI to detect frustration and escalate quickly. Pass context (conversation history, order details) to the agent.
Measuring Success
Track deflection rate, first-contact resolution, and customer satisfaction. Optimise for outcomes, not just cost reduction. A bot that frustrates customers may increase downstream support volume.
Rely Tech Serve helps design AI-powered support flows. Contact us to discuss your setup.