Customer Service
Customer service agents sort incoming requests, answer repeat questions from your own documentation, draft replies to reviews and spot customers who may be about to leave. Complex or sensitive issues are handed to a person.
Top use cases
Triage support tickets
Ticket routing
Tags each new ticket by topic and urgency and routes it to the right person or queue.
Answer FAQs with a website chatbot
Self-service support
Answers repeat questions from your own help articles and hands off to a person when it's unsure.
Draft replies to every online review
Reputation
Drafts a personal reply to each new review; negative ones get a calm response with an offer to talk.
Check in with customers at risk of leaving
Retention
Spots customers whose usage or engagement dropped and drafts a personal check-in for the account owner.
Draft support replies from your help docs
Ticket responses
Suggests a reply for each ticket using your knowledge base, which the agent reviews and sends.
Collect feedback after every purchase
Feedback
Sends a short survey after delivery and alerts you to low scores so you can respond quickly.
Customer Service FAQ
Will a chatbot frustrate my customers?
It can if it guesses. Limit it to answers from your own help content and make handing off to a person easy.
What tools do support agents use?
Intercom and Zendesk have built-in AI features; others combine Gmail or Slack with ChatGPT or Claude via an automation tool.
What's the first support agent to build?
Ticket triage — tagging and routing new requests — is low risk and makes every later automation easier.