Welcome to Day 7 of your 30-day journey into practical AI. Today, we’re zooming in on one of the most high-impact areas for AI transformation: Customer Support.
If you’ve ever waited on hold, repeated your issue to multiple agents, or struggled to find the right help article, you already know the pain points. AI can fix that, and more. The Notion
🤖 The Opportunity
Customer support is where brand loyalty is won or lost. It’s also one of the most cost-intensive and emotionally complex parts of any business. AI has the power to:
- Reduce resolution times
- Improve satisfaction scores
- Scale support 24/7 without ballooning headcount
But it’s not just about replacing humans – it’s about empowering them.
🧠 How AI Can Help
Modern AI doesn’t just script answers. It understands tone, context, and nuance. Here’s how it’s being deployed today:
1. AI Chatbots & Virtual Assistants
Tools like Intercom Fin, Zendesk AI, and Ada use large language models (LLMs) to handle first-line queries. These aren’t your clunky bots from 2018 — they understand natural language and escalate seamlessly when needed.
2. Automated Triage
AI systems like Forethought or Moveworks classify tickets, detect urgency, and route them to the right team instantly — slashing wait times and boosting agent productivity.
3. AI-Generated Help Docs
Tools such as HelpHub, ChatGPT, or Claude can generate (and continuously improve) FAQs, tutorials, and walkthroughs based on real support tickets — without manual effort.
4. Agent Assist
AI copilots listen to live conversations and suggest replies, surface relevant policies, or summarise previous interactions, making human agents faster and more effective.
🔧 Your Turn: Try It Today
Want to test the waters? Try this:
- Use ChatGPT or Claude.ai to paste a common customer support question from your business.
- Prompt it with: “You are a helpful, friendly customer service agent. Please write a reply to this customer query: [insert question].”
- Then refine it for tone, brevity, or even translation.
You’ve just built your first AI-powered reply engine.
🛠️ Real-World Tools to Explore
| Use Case | AI Tool Suggestions |
|---|---|
| Chatbots | Intercom Fin, Ada, Zendesk AI |
| Ticket Triage | Forethought, Freshdesk AI, Tidio |
| Agent Copilots | Salesforce Einstein, Balto, Airkit |
| Help Docs | HelpHub, Notion AI, ChatGPT with APIs |
I’ve spoke to both Intercom on Fin (last week) and Salesforce regarding Einstein (only on Tuesday) about the power of these two tools and they both really really impressed me in terms of how far they have come in 6 months – and that is really where we are – the last 6 months have been truly transformational for all tools in this space, and it is worth reviewing them closely for where they are now and where they plan to go.
⚠️ Watch Out For…
- Hallucinations: Always review AI responses before deploying them live.
- Tone mismatches: Test the tone across different customer scenarios.
- Escalation logic: Make sure there’s a clear path to a human when needed.
🚀 Final Thought
AI in customer support isn’t just about doing more with less; it’s about offering smarter, faster, and more human help at scale. Whether you’re supporting 100 users or 10 million, this is a game-changer.
Tomorrow, we’ll explore how AI helps marketers personalise like pros in Day 8.
No responses yet