Overview
Customer service is one of the most mature domains for AI agent deployment. Agents handle inquiries, troubleshoot issues, process requests, and escalate complex cases to human representatives.
Key Capabilities
- Natural language understanding of customer intent
- Access to customer history and account information
- Integration with ticketing and CRM systems
- Ability to take actions (refunds, updates, scheduling)
- Seamless handoff to human agents
Evaluation Dimensions
Task Completion
- Was the customer's issue resolved?
- How many turns did resolution take?
- Did the customer need to escalate?
Customer Satisfaction
- Post-interaction surveys
- Sentiment analysis of conversation
- Return contact rates
Efficiency Metrics
- Average handling time
- Cost per resolution
- Human escalation rate
Unique Challenges
- Emotional customers require empathy
- Privacy and data security concerns
- Consistency across channels
- Brand voice maintenance