Framework for deploying measurable AI in customer support — includes tools to track resolution rate, deflection, CSAT impact, and AI-driven ticket quality over time.
A deep-dive guide into common pitfalls when launching AI-powered support—and actionable insights from Twig.so to ensure a smooth deployment.
Keyword-driven bots often miss nuances—causing customer frustration.
✔️ Train on real conversation data, implement intent detection, and use confidence thresholds with human fallback.
Automating multi-step issues (e.g., billing, returns) often fails.
✔️ Automate simple Tier‑1 tasks and build clear escalation paths to agents.
Canned replies feel impersonal and off-brand.
✔️ Use conversation memory, apply sentiment analysis, and personalize tone.
Lack of context or missing chat history frustrates customers.
✔️ Ensure bots summarize conversations, label AI responses clearly, and preserve context during escalation.
Failing to disclose AI interactions damages trust.
✔️ Always label AI-driven messages as such.
Stale knowledge leads to wrong answers and hallucinations.
✔️ Automate weekly data refreshes—see Twig’s video:
🎥 Data Refreshes Are Critical to Better AI :contentReference[oaicite:1]{index=1}
Sensitive data in AI systems poses risk if mismanaged.
✔️ Use SOC 2 / GDPR / CCPA compliant systems. Watch:
🎥 Getting Over Security Concerns :contentReference[oaicite:2]{index=2}
Without tracking KPIs (e.g., deflection, CSAT, AHT), ROI is unclear.
✔️ Monitor key metrics through dashboards and tweak AI flows.
AI rollout without agent buy-in often fails.
✔️ Co-design with agents, pilot small, iterate via feedback cycles.
A single bot can’t handle diverse support needs.
✔️ Adopt an “Agent Factory” approach:
🎥 An Agent Factory That Helps Create Multiple AIs
| Mistake | Fix |
|---|---|
| Over-automating | Start small, define Tier‑1 scope, add escalations |
| Canned responses | Add memory, empathy, sentiment, tone |
| Poor AI–human handoff | Summarize context, label AI, maintain history |
| Hidden AI | Always disclose bot presence |
| Stale knowledge | Automate weekly data refreshes |
| Security gaps | Use SOC 2/GDPR/CCPA encryption |
| No metrics | Track CSAT, deflection, AHT, escalate and iterate |
| Agent alienation | Co-design with agents, run pilot projects |
| Monolithic bots | Build role-based AI agents |
Explore more at:
MIT-licensed. Fork, enrich, and submit PRs! Let’s build better, safer, and more empathetic support AI together. ```
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