Service 02 • Platform • Tier 1 — Quick Wins
Customer Communications AI
AI-assisted response drafting and routing
The Problem
Your customer service team spends time on tasks AI could handle: drafting initial responses, summarising conversation history, categorising requests. Each repetitive email drains capacity that could go toward complex problems.
Our Approach
- Map communication workflows and identify pattern-based messages
- Configure AI features with human review gates
- Monitor quality metrics and adjust AI behaviour
Works Well When
Not Appropriate When
Works Well When
- You use Front, Zendesk, Intercom, or Freshdesk
- You handle 50+ customer interactions daily
- Many interactions follow predictable patterns
Not Appropriate When
- Your communications are mostly complex, unique situations
- You handle highly sensitive matters (legal, medical, crisis)
Honest Assessment
Customer service AI has stronger evidence than most enterprise AI categories. Benefits concentrate in high-volume, pattern-based communications. Complex or emotionally sensitive interactions still require human handling.
Engagement Details
- Duration: 8 weeks
- Your Involvement: Varies
- Prerequisites: None
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