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03 — Customer service

AI for fast answers, people for hard calls.

The goal of a support center is fast resolution. AI takes the inquiries it can answer and passes the rest to people with the context summarized.

Designs adapted from other industries

From fandom

Human handoff

Customer service

The opportunity

AI can answer routine questions from policies and documents, giving agents more time for cases that need judgment. Conversation summaries help people pick up the context when they take over.

Applications and opportunities

  1. 01

    Answers grounded in documents and policy

    AI retrieves relevant information from manuals and policies to ground its answers.

  2. 02

    Deciding when to hand off

    AI assesses when a conversation needs a person, including complaints and complex requests, and passes on a summary.

  3. 03

    Continuous quality evaluation

    An AI evaluator reviews answers against criteria, and failures feed the next improvement.

Experience from other industries

  • From fandomCustomer service

    Human handoff

    We adapted FanTalk’s human handoff design for general-purpose AI customer support. That service was built to the testing stage.

Related work

Other industries

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