RAG

How to Build an AI Agent for Customer Service — A Guide Written in Scar Tissue It is 11:47 PM on a Tuesday. A support manager is staring at a dashboard showing 1,340 unresolved tickets, a 14-hour average first-response time, and three agents who just put in their notice. The queue is not shrinking. It hasn’t been shrinking for months. Somewhere in that backlog is a customer who asked a simple question about a refund four days ago and has since posted about the experience on social media. This is the moment — not during a strategy offsite, not during a vendor demo — when most teams truly decide to build an AI agent for customer service. Not because it sounds innovative. Because the alternative has become unsustainable. ...