Using Agent AI to Deflect queries

Using Agent AI to Deflect queries

Author Name : Mahendar Singh Rajpurohit

ABSTRACT The advent of Agent AI has transformed customer support operations by automating repetitive tasks, enhancing productivity, and deflecting customer tickets effectively. This research paper explores the potential of AI-driven solutions in improving knowledge bases, forums, ticketing systems, auto-responses, chats, IVR, and other AI features to resolve customer queries before reaching human agents. While Agent AI offers numerous advantages, such as improved customer satisfaction and efficiency, it also presents challenges, including the lack of personalization and reliance on accurate data. By examining real-world implementations and analyzing AI’s operational mechanisms, this paper offers insights into the opportunities and limitations of using Agent AI in customer support.