The first users of an AI support assistant can be your support agents. Pick one ticket category and have the assistant draft a reply from approved documentation. An agent checks and sends the response. This gives you a way to measure accuracy and review time before customers interact with the assistant directly.
A retailer might start with questions about how to request an exchange. The assistant can explain the published steps. An agent handles questions about whether a specific order qualifies, since eligibility can depend on purchase date and product condition. Decide when the assistant should ask a clarifying question or hand the ticket to an agent.
Give the assistant a maintained set of policy documents and ask it to show the source section alongside each draft. When the documentation is missing or contradictory, route the ticket to an agent. For a question with a fixed answer, a saved reply or a simple workflow automation may already meet the need.
Build a set of de-identified tickets that covers a clear question, incomplete information, an outdated policy, and a request outside the pilot scope. Ask reviewers to label rejected drafts by cause, such as an incorrect fact, an unauthorized promise, or a missed escalation. Include the languages and phrasing customers actually use.
Compare the time from opening a ticket to sending the reply, including fact-checking and editing. Track drafts accepted unchanged, consequential errors, and correct escalations. Agree in advance on what would justify expanding the pilot. Pause and investigate any error that could expose customer data or create an unauthorized commitment.
For general questions, begin with the question text and approved documents. Exclude payment details and attachments the task does not require, and restrict access to tickets and logs by role. Our guide to application security explains how to plan permissions and data handling early.
Choose a recurring question, prepare a de-identified example, and identify who owns the answer. Contact XApps to discuss a pilot that fits your current support workflow and lets you measure the result before expanding.
