Support automation works best when AI has approved knowledge, system access, and clear escalation rules.
Outcomes to evaluate
- tier-one deflection target
- 50%+
- support coverage
- 24/7
- ticket summaries
- 100%
- faster routine answers
- 5x
Grounded answers
Support AI should use approved knowledge and system data instead of guessing.
- Knowledge-base retrieval
- Order or account lookup
- Policy-aware answers
- Low-confidence fallback
Escalation paths
Humans should receive context, not a cold transfer.
- Transcript
- Intent
- Customer details
- Suggested priority
- Ticket tags
Frequently asked questions
Can support AI work on phone and chat?
Yes. The same business logic can power voice, chat, and ticket summaries.
Can it avoid hallucinated answers?
A scoped knowledge base, fallback handling, and human escalation reduce the risk of unsupported answers.