Cross-sector · Service
AI for customer service triage
Can AI answer our routine customer contacts?
The challenge
Contact volume spikes without matching headcount, and the same twenty questions consume most of the queue.
Prerequisites
- Twelve months of contact history
- Current, approved policy content
The approach
- Classify the existing contact history to find the genuinely repeatable share
- Ground answers in your own approved policies, not the open internet
- Design the escalation path first: what a machine must never attempt to resolve
- Publish a transparency notice so customers know when they are speaking to software
What makes it work
The escalation rules are designed before the assistant, so nothing important gets automated by accident.
What we would measure
Autonomous resolution
Share closed without a human
First response time
Across all channels
Escalation quality
Share of escalations arriving with full context
Risk position — Limited risk with transparency obligations under the EU AI Act.
Baselines are established in your business during the assessment. We publish no borrowed benchmark numbers.
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