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WORKFLOWS / CUSTOMER CARE

Give every support question a clear next step.

Answer routine questions from approved guidance, connect the right order information, and hand over with context when a person is needed.

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Illustrative image of customer-care colleagues reviewing a support request together. People stay in control
01

ASSESS THE OPPORTUNITY

Understand the work before choosing the solution.

Example answers show how evidence becomes a practical first scope.

BUSINESS QUESTIONWhich routine support requests can be resolved reliably?
OUTCOME TO IMPROVEUseful resolutions. Appropriate handoffs. Better support capacity.
FIRST SCOPEApproved guidance, own-order lookup, tickets, and human handoff.

Knowledge

Example answer
Help articles answer many routine questions.
Readiness gap
Some articles are stale or have no owner.
Next move
Confirm content ownership, approval, and update rules.

Access

Example answer
The order service supports account-based lookup.
Readiness gap
Customer-to-order access needs verification.
Next move
Test authenticated access and denied requests.

Handoff

Example answer
A support team handles complex cases.
Readiness gap
Handoff context and review triggers differ.
Next move
Agree escalation rules, queue ownership, and baseline.
Evidence to bring
Representative support casesApproved help articlesOrder & ticket API detailsEscalation & approval policies
Questions we ask
  • Who owns and approves the help-centre content?
  • Can order access be limited to the authenticated customer?
  • Which requests need a person or a separate approval?

Before funding a pilot, agree the baseline, available team capacity, cost assumptions, an accountable owner, and the value worth testing.

02

DESIGN THE AGENT FLOW

Make every action and handoff clear.

Know the sources. Limit the tools. Keep useful context. Coordinate the decision.

Know

Current approved policies, help articles, and permitted order facts.

Act

Look up the customer’s order, create a ticket, or hand over.

Remember

The current conversation and relevant actions already attempted.

Coordinate

One bounded agent answers, asks, uses a permitted tool, or escalates.

Approved information
Approved help centreCustomer identityOrder systemSupport tickets
  1. 01Customer question
  2. 02Verify identity & access
  3. 03Retrieve guidance or order
  4. 04Answer or create ticket
  5. 05Hand over exceptions
A clear route to a person

Missing evidence, policy exceptions, access restrictions, and failed tools trigger a handoff with context.

See the workflow responsibilities

Understand and verify

Clarify the request. Verify identity before accessing an order.

Only the customer’s permitted records.

Answer or prepare the next step

Retrieve approved guidance, look up the order, or create a support ticket.

Answers retain their source context.

Hand over with context

Route exceptions with the question, evidence, and actions already attempted.

Missing evidence and failed tools trigger handoff.

Source access follows existing permissions. Requests, retrieved content, and tool outputs are treated as data; they do not grant new permissions. Diagnostic records use approved retention and redact sensitive content.

03

DELIVER WORK YOU CAN USE

From a promising idea to concrete evidence.

01

Knowledge & access map

Approved sources, content owners, freshness, and permitted order access.

02

Agent & handoff blueprint

Knowledge, tools, memory, retries, and a clear human support route.

03

Pilot evaluation pack

Answer correctness, access tests, tool failures, handoffs, and baseline measures.

04

Owned enablement roadmap

Team training, content updates, monitoring, support, and release decisions.

MEASURE AGAINST THE BASELINE

Compare answer correctness, appropriate escalation, customer resolution, review effort, response time, and cost per resolved request with the current baseline.

04

ENABLE AN OWNED SERVICE

Evidence earns the next step.

A phased plan with an owner and a decision gate at every stage.

  1. 01

    Prepare

    Approve knowledge, order access, scope, and human queues.

    Owner
    Support + data owners
    Evidence gate
    Sources, permissions, and escalation rules accepted.
  2. 02

    Prove

    Test answers, tool calls, denied access, and handoff cases.

    Owner
    Delivery + support reviewers
    Evidence gate
    Agreed answer, access, and handoff criteria met.
  3. 03

    Pilot

    Introduce a bounded set of requests with human oversight.

    Owner
    Support pilot lead
    Evidence gate
    Useful resolutions and appropriate escalation demonstrated.
  4. 04

    Operate

    Maintain policies, service monitoring, training, and cost review.

    Owner
    Customer-care service owner
    Decision
    Expand, improve, extend testing, or stop.

Example workflow. Scope, timing, measures, and release decisions are agreed from your company’s evidence and investment priorities.

MOVE FORWARD WITH CLARITY

Start with the workflow that matters.

Bring the current process, a business owner, and the outcome you want to improve.

Talk through your situation Explore AI Strategy