Most support teams answer the same few dozen questions every week: order status, password resets, billing dates, policy lookups. These are the best first target for an AI customer service agent because the answers already exist in your help center.
Start narrow. Point the agent only at curated help-center content, define clear hand-off rules to humans, and review a sample of conversations every week. Expand scope only after resolution quality holds up.
Measure what matters: the share of conversations resolved without a human and confirmed by the customer, time-to-first-response, and CSAT on agent-handled tickets versus human-handled ones. Vendor dashboards are a starting point, not an audit.