How does generative AI help customer support?
Generative AI helps customer support by writing grounded answers from your knowledge base, drafting replies for agents, summarizing long tickets and calls, translating conversations, turning resolved tickets into help articles, and analyzing thousands of conversations for trends. Combined with integrations, it powers AI agents that resolve requests, not just respond to them.
Seven uses
Guardrails that matter
Ground responses in approved sources, show citations, restrict sensitive topics, require human review where accuracy is critical, and log what the AI produced.
Generative AI vs agentic AI in support
Generative AI writes. Agentic AI uses generative models plus tools to complete the task, such as checking an order and issuing a refund within policy.
