Customer Support Assistant-Tailored Customer Support

Example

Identifying whether a customer is seeking information, reporting an issue, or requesting a refund.

Scenario

A customer messages saying, 'My order hasn't arrived yet.' The Assistant recognizes this as a report of an issue related to shipping and proceeds to gather more details about the order.

Example

Asking clarifying questions to understand the customer's issue more clearly.

Scenario

In response to a reported issue, the Assistant might ask, 'Can you provide your order number and the date you placed the order?' to accurately track the missing shipment.

Example

Using an internal database to provide information about products, services, policies, or procedures.

Scenario

When a customer asks, 'How do I return a product?' the Assistant provides a step-by-step guide retrieved from the knowledge base.

Example

Generating responses that are either pre-written for common questions or personalized for specific customer needs.

Scenario

For a frequently asked question like 'What are your opening hours?' the Assistant provides a pre-written answer. For more complex inquiries, it crafts a response tailored to the customer's unique situation.

Example

Detecting customer frustration or satisfaction to adjust the conversation tone accordingly.

Scenario

If a customer's messages indicate increasing frustration, the Assistant might respond with more empathetic language and offer additional support or escalate to a human representative.