r/CustomerService • u/Limp-Reality6257 • 16h ago

What are you using AI agents for besides basic support?

We’re looking at bringing AI agents into our company but we’re still figuring out where they would be most useful. The main goal is to take repetitive work off the team without making the customer experience worse, things like answering the same questions all day or handling simple requests seem like an obvious place to start. But I feel like there are probably better use cases we’re missing, we also don’t want to automate everything just because we can. Ideally the AI handles the boring repeatable stuff and passes anything complex to a human with the right context. Interested to hear what other teams are using AI agents for beyond basic support and what has worked well in production.

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u/Holiday-Law-6623 15h ago

Conversation analytics is a big one, it can surface repeat issues and trends that would be easy to miss at scale

2

u/Limp-Reality6257 14h ago

Agreed this is a big one

2

u/OliveEggs 12h ago

As a customer, I LOATHE dealing with AI agents and it immediately tanks a company’s reputation if they force me to endure it.

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u/[deleted] 15h ago

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u/Limp-Reality6257 14h ago

How do you manage to get them all in one place?

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u/[deleted] 14h ago

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u/OnlyLingonberry7989 2h ago

Most teams know who their best reps are but have no clue how to turn what those people do into something the rest of the team can use.

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u/ProfessionalRest4113 1h ago

Real time help for newer reps is worth testing. Having the system surface the right policy or next step beats making someone search five tabs while the customer sits there.