Blog

AI agents for customer support

Fourteen parts, in the order a team needs them: from what an agent is, to an agent that resolves real conversations, gives money back within your rules, and gets better every month.

Basicswhat it is and what to expect

  1. 01How to set up an AI support agentThe whole journey in eight steps. Start here.
  2. 02What an AI support agent can and can’t do todayThe jobs it handles well, and the ones to leave with people.
  3. 03Build or buy an AI support agentYour helpdesk’s own agent, a specialist vendor, or your own build, and what each costs you.

Prepareknowledge and systems

  1. 04Writing knowledge an AI agent can useTurning macros and tribal knowledge into articles the agent finds.coming
  2. 05RAG for support teams, in plain wordsHow the agent looks things up, and why knowledge is not the place for rules.coming
  3. 06Connecting your helpdesk, store and billingWhat the agent needs to read, and what it should be able to change.coming

Actactions, rules, people

  1. 07Giving the agent actions: refunds, cancellations, address changesTools, in plain words, and the actions worth turning on first.coming
  2. 08Rules for agent actions: limits, approvals and hand-oversWith an example refund policy to copy, and cases to test it on.coming
  3. 09The hand-over: when the agent passes a customer to a personTriggers, routing, and what the person needs to see.coming

Launchtest, then widen

  1. 10Testing an AI support agent on real ticketsBuilding a test set, scoring it, and running it after every change.coming
  2. 11Rolling out in stages: from suggestions to autonomyWhat to measure at each stage before you widen.coming

Improvemeasure and get better

  1. 12Measuring an AI support agentResolution, hand-overs, reopens, and why deflection misleads.coming
  2. 13Raising CSAT with an AI support agentWhere customers rate agents lower, and how teams close the gap.coming
  3. 14Keeping a record of what the agent did, and whyWhat to keep for every action, and how to answer “why did it refund this?”coming

The same five stages, team by team

Every series follows the same path, from the basics to improving the agent. Support comes first, because it is where companies give agents money to hand out today.

Sales

AI SDRs, quotes and discounts, trial extensions, keeping the CRM clean.

GTM and RevOps

Enrichment and outreach with Clay and HubSpot, lead routing, sequences.

Marketing

Content agents, email frequency, ad spend, promo codes.

Finance

Invoice matching, supplier payments, bank-detail changes, expenses.

People

Hiring, offers, onboarding, access requests.

Industries

E-commerce, SaaS, travel and more: where the work and the rules differ.