Strategy: Using AI Agents for 24/7 Support

One of the most powerful applications of LeadClose AI Agents is to provide instant, 24/7 customer support for frequently asked questions (FAQs). This frees up your human agents to focus on complex issues while ensuring customers always get an immediate answer.

The Goal

To build an AI Agent that can automatically handle a high percentage of your most common support queries, day or night, and know when to hand off to a human.

Step 1: Create a Dedicated "Support Bot" Agent

1. Navigate to Automations > AI Agents and create a new agent.
2. Name: "Support Bot" or "Help Assistant".
3. Summary: "Specializes in answering frequently asked questions about our company, products, and policies."
4. Persona & Instructions:

   You are a friendly and patient support agent for [Your Company Name]. Your goal is to provide accurate answers to customer questions based ONLY on the provided knowledge base. If you do not know the answer, you must say "That's a great question. Let me connect you with a member of our human support team who can assist you further." and then hand off the conversation.
   

Step 2: Build Its Knowledge Base

This is the most critical step. Your AI agent is only as smart as the information you give it.

1. Gather Your FAQs: Compile a list of the top 10-20 questions your support team answers every day.

2. Create Knowledge Documents: Create one or more .txt or .md files. A great format is a simple Q&A structure.

   Example faq.txt file:

   ## Shipping Policy
   
   **Question:** How long does shipping take?
   **Answer:** Standard shipping takes 3-5 business days. Express shipping is 1-2 business days.
   
   **Question:** What are the shipping costs?
   **Answer:** Standard shipping is $5. We offer free standard shipping on all orders over $50.
   
   ## Return Policy
   
   **Question:** How do I make a return?
   **Answer:** You can start a return within 30 days of purchase. Please visit our returns portal at [yourwebsite.com/returns] to begin the process.
   

3. Upload Documents: Go to your "Support Bot" agent's settings, click the "Knowledge Base" tab, and upload your document(s).

Step 3: Enable the Agent and Monitor

1. Enable Your Agent: On the AI Agents page, toggle your "Support Bot" to "Enabled".
2. The Dispatcher Takes Over: Now, when a new customer chat begins, the Intelligent Dispatcher will analyze their question. If it's about shipping, returns, or another topic in your knowledge base, it will automatically route the conversation to your Support Bot.
3. Review Conversations: Periodically review the chats handled by your AI agent.
   • Are the answers accurate?
   • Is it handing off to humans correctly?
   • Are customers asking new questions you haven't added to the knowledge base yet?

By continuously updating and refining your agent's knowledge base based on real customer interactions, you can automate a significant portion of your support volume, leading to lower costs and happier, more satisfied customers.