What is an AI customer service agent?
An AI customer service agent is an AI system that talks with customers, understands their requests, finds answers in company knowledge and data, and takes actions such as updating orders, issuing credits or filing bugs to resolve issues end to end, handing off to people when needed.
What it does
| Capability | Example |
|---|---|
| Understand | "Where's my refund?" |
| Look up | Order and payment records |
| Act | Reissue refund |
| Escalate | Hand off with summary |
| Learn | Flag knowledge gaps |
AI agent vs chatbot
Chatbots follow scripts or answer FAQs. AI agents reason over context and take actions.
Example result
DevRev reports BILL resolves 70% of tickets without a human, up from 17%.
