Knowledge-base support assistant
An assistant (RAG) that answers customer questions from your documents and cites its sources.
AI for Customer Service
In customer service, AI ranges from assistants that answer frequently asked questions to agent structures that can carry out order and request transactions. Huaris AI designs support systems that rest on your knowledge base, have clear limits and hand over to people when needed.
Example use cases
Agent-based transaction support
An assistant that performs tasks such as checking order status or opening a request by connecting to your systems with defined permissions.
Agent assist for representatives
An internal assistant that offers a customer representative suggested replies, summaries and relevant documents.
Request classification and routing
Routing incoming emails and requests to the right team by topic and urgency.
Conversation summarisation and quality analysis
Summarising chats and calls and extracting recurring issues and quality feedback.
Points to watch in this industry
- Authority limits: which systems the agent may act in and which actions it may perform should be defined on the least-privilege principle; human approval should be required for irreversible actions.
- Human handover: a smooth handover to a representative should be designed for cases where the assistant is unsure or the topic is sensitive.
- Accuracy: answers should be grounded in the knowledge base, with source citation and evaluation tests.
- Personal data: masking of personal data in conversations, retention periods and KVKK requirements should be defined.
- Transparency: customers should be told clearly that they are talking to AI.
- Measurement: metrics such as first-contact resolution, handover rate, response time and satisfaction should be defined up front.
Our approach
We design assistant and agent structures under Custom AI Solutions, and support representatives in using these tools effectively with our Team Training and Prompt Engineering service. For choosing the right model, see our Technologies page.
Frequently asked questions
What is agent-based support?
An agent is an AI structure that not only answers questions but can perform actions with defined tools and systems (for example an order system). Its permissions are kept limited and critical actions require human approval.
Will AI replace customer service representatives?
The aim is usually to reduce repetitive work and help representatives. Complex or sensitive cases are handed to people. The scope depends on your goals and customer experience.
Let's work together
Let us listen to your processes and goals, and evaluate together where AI can add value.
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