AI Support Automation Playbook
Triage, escalation, and quality guardrails for support teams adopting AI without losing customer trust.
1. Map the support journey
Document the current contact path from intake to resolution. Identify high-volume, low-complexity steps that are safe to automate first.
2. Automate triage, not resolution
- Route tickets by intent, urgency, and team
- Fill missing context before human review
- Suggest replies for common issues with human approval
3. Set quality guardrails
Use accuracy, first-contact resolution, and customer satisfaction as primary quality signals. Automate lower-risk queues first and expand as confidence grows.
4. Measure cost per contact
Track cost per ticket before and after automation. Combine with satisfaction and escalation rate to avoid optimizing cost at the expense of experience.
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