About the customer service agent

The customer service agent is an AI-powered agent built into Customer Service Management. It helps your customers get support quickly and easily through your support website, using natural language to understand questions and provide instant, relevant answers.

The customer service agent provides:

• instant support – customers get immediate answers to common questions, any time of day

• self-service – the agent helps customers find solutions on their own, reducing the number of requests your team needs to handle

• seamless escalation – when a request needs a human touch, the agent gathers information and hands it off smoothly to your support team

How the customer service agent works

When customers visit your support website, they can interact with the customer service agent through a chat interface. The agent uses your connected support content to answer questions and assist with requests.

If the customer service agent can’t resolve a question, it can collect details from the customer and raise a request to your support team. This ensures your support team has the context they need to help, and customers don’t have to repeat themselves.