Glossary
What is AI customer support?
AI customer support is software that answers customer questions by email or chat, using a company's own help documents and past replies, and passes harder cases to a person. Done well, it replies quickly at any hour while people stay in charge of anything sensitive or unclear.
What to check before using it
- That it answers only from your own documents, and says so when it doesn't know.
- That a hand-off to a person arrives with a summary, so the customer doesn't repeat themselves.
- That you can correct it, and see what it has learned.
- That sensitive topics, such as refunds or account changes, go to a person.
Where it goes wrong
It is only as accurate as the documents behind it. Out-of-date help pages produce out-of-date answers, so the first job is usually fixing the source material.
Where Tendo will fit
Tendo will answer email and chat from your help docs and past replies, and hand tricky ones to your team. It isn't built yet: join the early-access list to be invited as places open.
Questions
Does AI customer support replace a support team?
It takes the repetitive questions so people have time for the conversations that need them. The decisions that matter stay with people.