Scope the questions it can help with.
Begin with the real work, the people involved and a clear definition of what a useful outcome would be.
Customer Assistants
Useful answers. A human route forward.
Shape an assistant around what your customers actually ask. Keep knowledge current and make it easy to reach a person when an answer is uncertain or incomplete.
Start a conversationSHAPE A USEFUL FIRST STEP
The right questions.
A considered beginning.
Maintain approved answer sources.
Confirm the information, connections and permissions needed to support this part of the workflow.
Design escalation and follow-through.
Use representative examples to test the approach with the people who will own and operate it.
THE WORKING DAY
The agent prepares.
The person decides.
A working day shared by the customer assistant, the support specialist and the knowledge owner. The agent prepares, the person decides, and every hand-off is marked. Move through the day or choose a hand-off.
Customer assistantPrepares
Answers product questionsAnswers returns questionsUses the reviewed answer
Support specialistDecides
Picks up an uncertain answerFollows through on an escalation
Knowledge ownerDecides
Updates an outdated answer
Hand-off · Support specialist to Knowledge owner
Outdated source flagged
The specialist marks the approved answer that needs updating.
PART OF A CONSIDERED WHOLE
Connected through Lumen.
Give your people AI colleagues that work alongside them on their own devices: they understand the context, take on the busywork and carry work through to a meaningful outcome.
A starting point for discovery. Specific capabilities, integrations and deployment requirements are agreed with your team.