A tiered customer support workflow where an AI agent handles the majority of routine inquiries autonomously, escalating only complex or sensitive issues to human agents. This approach can resolve 60-80% of support tickets without human intervention while maintaining or improving customer satisfaction.
Incoming support tickets are classified by type, urgency, and sentiment using an LLM. Simple FAQs are routed to the AI agent; complex issues go to humans.
A custom GPT trained on product documentation, FAQs, and previous support tickets generates a response. It can access order history and account data via function calling.
If the AI agent cannot resolve the issue or detects high customer frustration, the ticket is automatically escalated to a human agent with a full context summary.