AI Customer Service Agents
Customer service is not one job. Answering a product question differs from handling a complaint, which differs again from tracking a shipment or applying a return policy. Building these as separate agents gives each role its own knowledge base and escalation boundary, and cuts wrong answers.
Two rules are shared across this family: they do not answer beyond what your documentation supports, and they escalate to a human on sensitive or uncertain cases.
Background reading: what an AI agent is and the full agent marketplace.
How the roles differ
| Agent | Role |
|---|---|
| Customer Service Agent | General answers grounded in your knowledge base |
| WhatsApp Agent | The same service inside the WhatsApp channel |
| Support Tickets Agent | Ticket triage, routing and drafted first reply |
| Help Center Agent | Direct answers from help articles, with sources |
| Order Tracking Agent | Order and shipment status from your store |
| Returns & Refunds Agent | Applies your returns and refunds policy |
| Complaint Recovery Agent | Logs complaints and escalates critical ones |
| Bookings & Appointments Agent | Books and reschedules from your calendar |
Common use cases
- Covering replies after hours and on holidays
- Cutting first-response time on high-volume channels
- Standardising answers across staff under one policy
- Isolating sensitive cases and routing them to a human
Agents in this family (11)
AI Customer Service Agent
Solves issues before they become complaints
Agent detailsWhatsApp AI Agent
Runs WhatsApp conversations and turns them into results
Agent detailsSupport Tickets Agent
Receives support requests, classifies them, and routes to the right team instantly
Agent detailsHelp Center Agent
Answers customers instantly from your knowledge base and cuts repeat tickets
Agent detailsOrder Tracking Agent
Answers customers instantly about order and shipment status, 24/7
Agent detailsReturns & Refunds Agent
Handles returns, exchanges, and refunds smoothly, per your policy
Agent detailsComplaint Recovery Agent
Absorbs anger, resolves the complaint, and wins the customer back before you lose them
Agent detailsBookings & Appointments Agent
Manages your calendar and books clients without conflicts
Agent detailsAI CSAT & Feedback Agent
Measures customer satisfaction automatically and turns feedback into actionable insight
Agent detailsAI Customer Onboarding Agent
Walks the new customer through first use and tracks their setup
Agent detailsAI Customer Retention Agent
Follows up with customers and prevents churn
Agent detailsCan't find the right role? see how to build a custom agent.
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