AI Support Playbook

Framework to launch, measure and scale AI agents across channels.

AI Support Playbook This playbook helps you launch an AI Agent safely, measure impact, and scale across channels without losing quality. 1) Define success - Start with your top intents (the 20–50 questions you get every day). - Decide the outcome per intent: answer, collect details, or handoff. - Pick KPIs: deflection, time-to-first-response, time-to-resolution, CSAT, and handoff quality. 2) Build a clean knowledge base - Use short, factual answers. - Link to canonical policies (returns, refunds, shipping, privacy). - Keep content updated and consistent across languages. 3) Set guardrails - Escalate when confidence is low, when users request a human, or when the topic is sensitive. - Require human approval for irreversible actions. - Minimize PII collection and store only what you need. 4) Design the handoff - Ensure the AI passes a summary, intent, and collected fields (order id, email, issue type). - Route by priority (VIP, payment issues, legal). 5) Iterate weekly - Review unresolved intents. - Improve answers, add missing articles, and tighten escalation rules. - Track quality with random sampling and CSAT.