Support is both cost center and brand moment. AI can reduce handle time and improve consistency when knowledge stays fresh, escalations are obvious, and QA samples close the loop.
Deflection without resolution creates rework — not savings.
Three deployment patterns
| Pattern | When | Risk |
|---|---|---|
| Self-service + bot | high-volume FAQs | hallucinations without RAG |
| Agent copilot | complex regulated flows | needs training on prompts |
| AI routing/triage | many inbound channels | bad labels without calibration |
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FAQ
TagsAI & Machine LearningStrategy
Frequently Asked Questions
- Partially — humans keep escalations and key accounts.
- Measure solved deflection, not bot-only containment — keep easy human handoff.