Purpose:
Efficiently handle incoming customer support requests by using AI to categorize and draft responses while leveraging human expertise for complex issues and relationship management.
Workflow Steps:
- Initial Receipt (Automated)
- Customer submits inquiry through form, email, or chat
- System logs request and sends acknowledgment
- Classification & Prioritization (AI)
- AI analyzes request content and customer history
- Categorizes by type (technical, billing, feature request, etc.)
- Assigns priority level based on urgency and impact
- Routes to appropriate queue
- Response Generation (AI + Human)
- For Standard Issues:
- AI drafts response using approved templates
- Human reviews, edits if necessary, and sends
- For Complex Issues:
- AI provides relevant knowledge base articles
- Human crafts personalized response
- AI reviews for tone and completeness
- Resolution & Follow-up (Human + AI)
- Human Task: Confirm issue resolution with customer
- AI Task: Document solution in knowledge base
- AI Task: Schedule follow-up if needed
- Human Task: Review customer satisfaction score
Handoff Protocol:
- AI flags requests requiring human judgment
- Support system tracks ownership at each stage
- Clear indicators show AI-generated vs. human-written content
Quality Control:
- Random audits of AI-classified tickets
- Customer satisfaction surveys after resolution
- Regular review of AI response accuracy and tone