The best AI projects start with a boring, high-volume question: where are your people answering the same thing every day?
Ground the assistant in your data
Retrieval over your help centre, orders and policies keeps answers accurate and auditable. Always cite sources and offer a human handoff.
Evaluate before and after launch
Build a test set from real tickets, track resolution rate, escalation rate and CSAT weekly, and review failures with the support team.
Roll out gradually
Begin with a single channel and a narrow topic list. Expand only when the numbers justify it.