What an AI support agent should handle

The safest first job for an AI support agent is answering questions from approved pages, documents, policies, and FAQs. The agent should cite or stay close to the knowledge you provide, not improvise broad business policy.

That makes the launch useful without changing who owns the decision. Customers get faster answers, and your team keeps control of the rules that affect money, access, safety, and customer trust.

Many support conversations are not just questions. A customer may need a refund, a booking change, an invoice, or a status update. The agent can collect the customer, issue, transcript, priority, and next step, then package it for a person.

This is where automation saves time without pretending the final work is done. A clear request is better than an overconfident answer.

System actions can come later, but they should be added one at a time. Each action needs a trigger, confirmation rule, failure path, and audit trail.

A good rule of thumb: if your team would review it manually today, the agent should start by capturing the request and routing it, not making the change alone.