Customer service AI practice library32
DesignSTR-01
Customer service AI transformation thesis
Define how AI will improve service accuracy, timeliness, accessibility, resolution, employee effectiveness, and cost while preserving accountable customer care.
PilotSTR-02
Customer journey and contact taxonomy
Map needs, channels, intents, journeys, handoffs, transactions, complaints, vulnerability signals, service commitments, and failure points.
OperateSTR-03
Use case outcome and boundary
State users, products, customers, tasks, decisions, transactions, exclusions, autonomy, authority, measures, and unacceptable outcomes.
ImproveSTR-04
Portfolio sequencing and dependency plan
Sequence initiatives using customer value, risk, readiness, data, platform, vendor, workforce, jurisdiction, and change dependencies.
DesignINT-01
Channel intake and interaction capture
Capture voice, chat, email, web, mobile, document, and agent interactions accurately with notice, consent, retention, and quality controls.
PilotINT-02
Identity authentication and account access
Apply risk based authentication, protect credentials, limit account access, recognize suspicious activity, and provide secure recovery paths.
OperateINT-03
Intent urgency and vulnerability routing
Identify intent, consequence, urgency, distress, catastrophe, disability, language, complaint, and specialist needs and route them safely.
ImproveINT-04
Language accessibility and channel choice
Support customer selected channels, languages, assistive technologies, interpretation, readable formats, and effective alternative service.
DesignPOL-01
Policy coverage and status retrieval
Retrieve current policy, coverage, endorsement, limit, deductible, status, and effective date information from authoritative systems.
PilotPOL-02
Billing payment and premium support
Explain invoices, premium, payment status, methods, due dates, fees, refunds, and assistance without changing financial records without authority.
OperatePOL-03
Endorsement cancellation and renewal support
Support policy changes, cancellations, reinstatements, renewals, nonrenewals, and notices within product, jurisdiction, timing, and authority rules.
ImprovePOL-04
Transaction authorization confirmation and records
Verify intent and authority, show material terms, obtain required confirmation, execute safely, issue receipts, and preserve an audit trail.
DesignCOM-01
Knowledge grounding and source provenance
Ground responses in approved current sources, display provenance, identify uncertainty or conflict, and avoid unsupported answers.
PilotCOM-02
Drafting personalization and promise controls
Draft relevant communications using approved facts, tone, disclosures, offers, commitments, and personalization limits.
OperateCOM-03
Complaint dispute and resolution support
Recognize dissatisfaction, preserve the issue and requested remedy, route appropriately, track resolution, and protect complaint rights.
ImproveCOM-04
Proactive outreach and next best action
Use approved events and customer preferences for useful outreach while controlling frequency, purpose, eligibility, channel, and opt out.
DesignHUM-01
Service professional authority and accountability
Define which actions AI may perform, recommend, draft, communicate, or never take and which service professional remains responsible.
PilotHUM-02
Human handoff override and escalation
Provide prompt transfer with context, evidence, accessible alternatives, specialist routing, override, management review, and emergency escalation.
OperateHUM-03
Disclosure explanation correction and recourse
Tell customers when appropriate how AI contributed, explain information and actions, and provide correction, review, complaint, and appeal paths.
ImproveHUM-04
Vulnerable customer and accessibility safeguards
Design for disability, language, literacy, age, trauma, catastrophe, financial hardship, representation, and channel constraints.
DesignTEC-01
Customer and policy data quality and lineage
Trace customer, policy, billing, payment, interaction, preference, complaint, vulnerability, third party, and derived data through service actions.
PilotTEC-02
Model and agent validation
Test accuracy, grounding, uncertainty, fairness, robustness, prompts, retrieval, tools, autonomy, transactions, and failure modes by context.
OperateTEC-03
Tool access security and resilience
Control identity, permissions, secrets, prompt injection, data leakage, tool actions, logging, downtime, recovery, rollback, and safe failure.
ImproveTEC-04
Vendor service and evidence controls
Align providers on scope, data, service, performance, fairness, security, changes, incidents, audit evidence, continuity, and exit.
DesignOPS-01
Production performance monitoring
Monitor accuracy, grounding, drift, latency, availability, containment, transfers, transaction failures, security events, thresholds, and remediation.
PilotOPS-02
Service quality and outcome review
Review information accuracy, resolution, transactions, communications, accessibility, fairness, complaints, reversals, and customer outcomes.
OperateOPS-03
Workload leakage and behavior monitoring
Measure queues, transfers, recontacts, rework, workarounds, overreliance, avoidance, employee effort, and actual capacity realization.
ImproveOPS-04
Complaint incident and regulator feedback
Connect errors, complaints, disputes, regulator inquiries, incidents, vendor events, and near misses to root cause and change control.
DesignGOV-01
Service AI governance and change control
Set ownership, risk tier, approvals, evidence, monitoring, incidents, material change triggers, restrictions, and retirement decisions.
PilotGOV-02
Privacy fairness and jurisdiction review
Evaluate privacy, consent, unfair discrimination, trade practices, notice, records, accessibility, and jurisdiction specific requirements.
OperateGOV-03
Capacity economics and workforce realization
Connect AI use to resolution, accuracy, customer effort, satisfaction, complaint outcomes, capacity, skills, workload, and total cost.
ImproveGOV-04
Interaction learning and continuous improvement
Use interaction review, complaints, reversals, employee feedback, incidents, unmet needs, and material changes to improve or retire systems.