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AI Customer Service Agent

Handles 60–80% of tier-1 inbound. Escalates the rest cleanly.

Overview

An AI agent that answers customer questions across email, chat, and SMS, using your real data, your tone, and your business rules. Routes complex tickets to a human with full context.

Architecture

EmailChatSMSCS Agentretrieval · tools · evalsHelp CenterRefundsCRMAnswerActionEscalate

Code shape

agents/customer-service.ts·ts
1import { agent, tool } from "@cloptim/runtime";
2 
3export const customerService = agent({
4  model: "claude-sonnet-4",
5  retrieval: { source: helpCenter, threshold: 0.55 },
6  tools: [
7    tool("refund.issue", refundIssue, { requiresApproval: true }),
8    tool("order.lookup", orderLookup),
9    tool("escalate", escalateToHuman),
10  ],
11  evals: tier1Suite, // runs on every PR + daily on prod traffic
12  abstainOn: "low_confidence",
13});

Illustrative. Actual implementation varies per integration. Code ships in your GitHub org.

Who it's for

  • →SaaS companies fielding 200+ tickets/week
  • →E-commerce brands drowning in 'where is my order' inquiries
  • →B2B services with predictable Q&A overhead

Outcomes

  • ✓60–80% of tier-1 tickets resolved without human touch
  • ✓First-response time under 60 seconds, 24/7
  • ✓Better escalations: humans get full context, not 'I'm new here'

Capabilities

  • ·Retrieval over your help center, docs, and historical tickets
  • ·Tool use: refund, order lookup, account changes, status checks
  • ·Tone-tuned to your brand voice
  • ·Human-in-the-loop approval for sensitive actions
  • ·Full conversation logs + eval dashboards

Stack

  • ▸Anthropic Claude / OpenAI GPT-4 family
  • ▸Vector store: pgvector or Pinecone
  • ▸Inference orchestration: LangGraph or custom
  • ▸Observability: LangSmith or Arize
  • ▸Integrations: Zendesk, Intercom, HubSpot, Front, Help Scout, custom APIs

FAQ

How is this different from Intercom Fin or Zendesk AI?

Off-the-shelf agents are decent at FAQ but weak at taking real actions on your systems. We build agents that issue refunds, update accounts, and escalate with full context, tied into your specific stack and rules.

What about hallucinations?

Every customer-facing response is grounded in retrieval over your verified content, with abstention defaults when confidence is low. We ship eval suites that flag regressions before they reach customers.

Do we own the agent?

Yes. The codebase ships in your GitHub org. We keep it running and improving on retainer; you can take it in-house any time.

Want a tailored scope for this engagement?

20 minutes on a call. We'll walk through your specific environment, integrations, and constraints, and follow up with a fixed-fee proposal.

Book intro call →hello@cloptim.com