How can I use AI in support?

AI is transforming customer support by automating up to 70% of tasks, reducing response times by 90%, and increasing customer satisfaction by 20%. Here’s how you can use AI effectively:

• Automate repetitive tasks: Use AI tools like chatbots to handle FAQs and ticket routing, freeing agents for complex issues.
• Enhance agent productivity: Real-time AI assistance provides suggested replies and insights during interactions.
• Track performance: Monitor metrics like response time, customer satisfaction, and AI accuracy to improve over time.

AI doesn’t replace human agents - it supports them, enabling faster, smarter, and more efficient customer service. Keep reading to learn how to choose, implement, and optimize AI tools for your business.

Benefits of using AI in customer support

How AI helps support teams

AI tools can handle up to 70% of customer queries, giving agents back about 2 hours each day. The results speak for themselves across key metrics:

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For instance, Bella Santé automated 75% of its customer conversations, leading to increased sales and better lead generation in just six months. To get started, businesses should focus on automating repetitive, time-consuming tasks.

"Integrating automation into our customer service with Tidio has been transformative." - Isabelle Wålinder Isovic, Inbound Marketing Specialist at Wulff Beltton

However, misconceptions about AI often hold businesses back from fully using these tools.

Clearing up myths about AI

Here’s the truth behind some common myths about AI in customer support:

AI isn’t here to take over - it’s here to help. By managing routine questions, AI allows agents to focus on more complex issues. In fact, 83% of companies report improved support quality when AI works alongside human agents

The numbers tell a different story. About 80% of customers report positive experiences with AI, and 62% even prefer AI chatbots for quick responses over waiting for a human agent

Today’s AI tools are designed to be easy to use and maintain. For example,

"I love the data and I love the self-learning kind of aspect of Lyro. We've been able to pull hundreds of questions from our FAQ and continue to have Lyro learn from that information." - Jackelyn Dacanay, Marketing Director at Bella Santé

AI doesn’t replace people - it strengthens their capabilities. Companies using tools like SupportLogic SX have reported 30-40% fewer customer escalations and a 25% drop in customer churn ^[4].

With these myths out of the way, the next step is understanding how to choose and implement the right AI tools for your business.

How to use AI tools in customer support

Picking the right chatbot or virtual assistant

Choosing an AI tool for customer support starts with understanding your specific needs. Look for features that match your workflows and meet customer expectations. Key factors to consider include:

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For example, Neople's AI supports over 60 languages, integrates with existing tools, and flags uncertain cases for human review - a thoughtful way to maintain quality while scaling support.

Once you’ve chosen the right tool, the next step is using AI to take over routine tasks, saving time and effort.

Using AI to automate repetitive tasks

AI can handle repetitive tasks, freeing up your team for more complex issues. For instance, Help Scout uses AI to summarize conversations, cutting down handle time by 35% ^[4].

"AI has the potential to transform support operations and make your customer service more efficient, scalable, and customer-friendly." - Help Scout Team

To get the most out of these tools, ensure they integrate smoothly with your current systems.

Connecting AI to existing support systems

AI tools like Kustomer Assist connect directly with CRM systems to improve workflows. They can route conversations, guide agents in real-time, and learn from interactions to enhance accuracy.

When integrating AI into your support systems, focus on:

These steps help ensure AI works as a powerful addition to your support team, rather than a standalone tool.

How to build AI customer service chatbot

How AI supports human agents

AI helps support teams work more efficiently, enabling quicker resolutions and better customer experiences. Here's how AI is making a difference.

Real-time assistance for agents

Tools like Help Scout's AI Assist offer real-time support by suggesting personalized replies and pulling up relevant information during customer interactions. For example, when agents face complicated questions, AI can instantly provide knowledge base articles, response templates, and key customer details to guide them ^[2].

This kind of instant help bridges the gap between what customers expect and what agents deliver. Considering that 83% of customers want even complex issues resolved by a single person ^[1], AI ensures agents are better equipped to meet these expectations. Beyond live assistance, AI contributes to long-term improvements in agent performance.

AI-powered quality checks and training

AI doesn’t just assist during live interactions - it also helps improve agent performance over time. By analyzing conversations, AI can pinpoint areas where agents might need extra support or training.

A great example is Help Scout's AI Summarize feature, which condenses long conversations into short, actionable bullet points ^[2]. This saves time and reveals trends in customer interactions that can shape better training programs.

"AI transforms support operations, making them more efficient and customer-friendly." - Help Scout Team

Tracking and improving AI in support

Important metrics to track

Tracking the right metrics is essential to understand how AI impacts customer support. These metrics fall into three main categories:

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For example, Aisera's AI Customer Service platform uses these metrics to analyze patterns, helping improve both resolution speed and customer satisfaction ^[4].

Improving AI over time

Once you’ve identified the right metrics, the next step is making consistent improvements to your AI tools. This not only boosts the AI’s performance but also strengthens the collaboration between AI systems and human agents.

Here are a few strategies to consider:

To get the most out of your AI system, focus on these areas:

Continuous improvement is key. Tools like Help Scout’s AI features are great examples - they learn from agent interactions over time, offering smarter suggestions and better support ^[2].

These enhancements make AI a more reliable partner for human agents, creating a support system that’s faster, more efficient, and beneficial for both your team and your customers.

Preparing your support team for AI

Key takeaways

AI is transforming customer support, offering new opportunities to streamline operations and improve customer experiences. Statistics show that 69% of consumers welcome AI-driven interactions, and AI can handle 65-80% of repetitive support tasks ^[1][4]. To make the most of AI, focus on choosing tools that work well with your current systems, automating routine tasks, training your team to work alongside AI, and closely monitoring performance metrics to refine your approach.

Practical steps to get started

If you're ready to integrate AI into your customer support, here are some actionable steps to guide you:

While AI is becoming a central part of customer support, it's important to remember that 83% of consumers still prefer speaking to a person for complex issues ^[1]. By adopting AI thoughtfully, businesses can stay ahead of customer expectations and equip their support teams for the future.