What is AI Agent in Customer Support?
AI agent in customer support not only answering FAQs, but also understanding complex inquiries, automating workflows, and learning from past tickets to improve over time—without human input. This means from answering complex questions to eliminating manual tasks that a human support agent would do e.g. handling subscription across your billing systems, creating ticket in Jira to report a technical bug, notifying your team on slack.
How can businesses benefit from AI Agent?
An AI agent goes beyond a traditional chatbot, AI Copilot or AI email assistant—it doesn’t just follow scripts, it understands complex questions, learns from past interactions, and works alongside human agents to resolve issues faster. While chatbots often escalate to humans, AI agents can handle high volumes of tickets autonomously and only involve humans for edge cases. This human-AI collaboration helps businesses in SaaS, e-commerce, logistics, and fintech cut support costs, boost response speed, and deliver 24/7 customer service at scale—without the limitations of rule-based chatbots.
