AI for Customer Support

Manage Risks in Your Work

3 lessons · ~17 min

Estimated reading time.

Overview

Identify failures that could affect customers or your organization. Define permitted information, required checks, and decisions that must go to an authorized person.

1
Check the Commitments in an AI-Drafted Reply
~5 min
Catch unsupported claims, promises beyond authority, and unnecessary sensitive data before a reply reaches the customer.
2
Decide When to Hand Off a Customer Request
~7 min
Use the organization's rules to decide what can proceed, what needs a handoff, and who has authority to make the decision.
3
Tell Customers When AI Is Responding
~5 min
Identify who is communicating, write an appropriate notice, and avoid promising support options that have not been confirmed.