An AI customer support employee that answers from your own policies.
Customers want a fast, correct answer. An AI customer support employee answers the questions your policies already cover, cites where the answer came from, and hands everything else to a person with a short summary. It never guesses.
What the Customer Support Employee does
Mission: Answer customer questions accurately and bring the hard ones to a person.
- Answers common questions using only your approved help content and policies
- Sorts and tags every request by category and priority
- Escalates unhappy customers and money questions with a three-line summary
- Notes the questions it could not answer so you can improve your help content
- Sends you a weekly list of the most common questions
It asks you first
- Refunds, credits and exceptions
- Billing disputes
- Replies to upset customers
It never
- Guesses when the answer is not in the knowledge base
- Promises refunds or timelines
- Shares one customer's information with another
A typical week
- As requests arriveAnswers what the policies cover and cites the source.
- As requests arriveHands anything unclear to a person with the story attached.
- Weekday morningLists open items that need a person.
- FridayReports the top questions and gaps in your help content.
This describes how the role is designed to work. Your version follows your rules and your schedule.
Works with
Typical connections for this role. We connect each one with your permission, starting read-only. Nothing is connected until we build it with you.
- Gmail
- Slack
- Your help articles and website
Questions, answered plainly.
What if it does not know the answer?
It says so and hands the request to a person. Not guessing is the most important rule we write into every support employee.
Can customers tell it is an AI?
That is your decision. We recommend telling customers, and we write the wording into its instructions.
Does it handle refunds?
It never issues refunds. It gathers the details and passes them to you with a recommendation.
Start with the free blueprint.
Answer a few questions about your customer support employee job and get the role, skills, rules and 30-day plan written for your business.