AI customer service agents: how they work, use cases, and implementation

An AI customer service agent is software that can understand a customer request, use knowledge and connected systems, take a permitted next step, and escalate the conversation when a person should take over. A chatbot may answer an FAQ, collect information, or route a request. An AI agent can do more within the rules you set: look up an order, update a record, start a return, apply an approved policy, or prepare a complete case for a human agent.