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AI for Customer Service
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== <span style="color: #FFFFFF;">Creating</span> == Designing a customer service AI system: (1) Scope: define what the bot handles vs. what goes to humans; err toward narrow scope initially. (2) Knowledge base: curate, structure, and regularly update the knowledge base the bot uses. (3) Escalation triggers: frustrated sentiment, explicit request, topic out-of-scope, consecutive failures. (4) Context transfer: when escalating, send full conversation summary and customer context to agent. (5) Feedback loop: track bot failure points β update knowledge base and training data monthly. (6) Quality monitoring: random sample 2% of bot conversations weekly; rate quality; use findings to improve. (7) Never hide: always make it easy to reach a human; customers who discover they can't reach humans become strongly negative. [[Category:Artificial Intelligence]] [[Category:Customer Service]] [[Category:NLP]] </div>
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