Customers do not mind talking to a chatbot. They mind talking to a bad one: one that loops, guesses or cannot reach a person. A good AI support agent is the opposite.
What it should handle
- Opening hours, delivery times and costs.
- Stock and product details, from your catalogue.
- Returns and exchange policy.
- Order status questions, using the order record.
- Simple how-to questions from your own help content.
What it should hand over
- Complaints and upset customers.
- Refunds and exceptions.
- Anything legal, medical or financial.
- A question it cannot answer from what you taught it.
The handover should be one click for your team and invisible friction for the customer: "Let me bring in a colleague", not "I do not understand".
Teach it properly
An AI agent is only as good as what it knows. Write your delivery rules, policies and FAQs in plain words, in the way customers phrase them, and include concrete numbers ("2 to 3 working days for £3.99", not "fast delivery").
Be honest that it is AI
People are happy to use an assistant that is clear about what it is. Add a friendly first line and make it easy to ask for a person.
Measure and improve weekly
Read a few conversations each week, especially the ones it handed over, and add the missing answers. After a month the agent handles most of the routine volume and your team spends its time on the conversations that need them.
MexvoSocial AI includes an AI support agent, a website chat widget and a shared inbox for exactly this. Read more in the training guide.