AI
Using AI Assistants for Customer FAQs
A practical guide from the AutoMYtion Learning Center.
Ground answers in approved information
Start with product sheets, FAQs, policies and process notes. Keep the source content current and clearly owned.
Use explicit boundaries
Tell the assistant what it may answer, what it must not guess and when it should hand off to a human.
Design for escalation
The assistant is part of the workflow, not a replacement for judgement. Build a clean route to a person for exceptions and sensitive requests.
Review conversations regularly
Look at unanswered questions, corrections and repeated escalations to improve the knowledge base and flow design.
Need help implementing this?
Use a real customer workflow from your business as the starting point for your automation brief.
Use a real customer workflow from your business as the starting point for your automation brief.