See where AI agents fit in customer support workflows, from answering FAQs to escalating edge cases with full conversation context.
AI agents are best used for repetitive questions, routing, tagging, summarising, and first-response workflows. They help agents spend more time on complex conversations that need judgement.
A useful AI agent should know when not to answer. Confidence thresholds, handoff rules, and internal summaries keep human agents in control when an issue is sensitive or unusual.
When AI is built into the inbox, it can read channel history, contact fields, labels, and CRM context. That makes replies more accurate than disconnected chatbot workflows.