AI in Customer Service: What We’ve Learned from 43 Deployments‍

This handbook is like a flight simulator of AI for customer service – a safe place to learn from real crashes, smooth landings, and everything in between before you launch your own AI initiatives. Every lesson comes from building our AI customer service agent, Evly.

We’ve made these mistakes so that you won’t have to. Walk our paved path safely.

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What’s inside

Practical, no-fluff takeaways from real projects, designed for you to act fast and avoid AI traps, both classic and non-evident.

7 real-world lessons

No guesswork, just concrete, practical lessons from our deployments: where teams succeeded and which shortcuts failed. We’ve added actionable steps you can use for every issue that resonates with you.

AI’s impact on metrics

The KPIs we tracked (FRT, CSAT, operational expenses) and the real impact numbers after implementing AI for customer support solutions. Use these benchmarks to set realistic goals and prove ROI to stakeholders.

Case snapshots & templates

Before-and-after case studies with templates you can use. It includes task division between agents and AI, as well as a phased launch timeline for faster, safer deployments.

Integration & automation map

A practical chart showing how automation % maps to required integrations: from basic FAQs to near-production automation. Avoid the “100% automation” trap with this planning guide.

Escalations and instructions

Exact triggers and decision trees we built to keep humans in the loop when it matters, like legal risks, emotional cases, and others. Learn how to stop hallucinations of AI in customer service before they go public.

Knowledge base blueprint

How to structure an AI-only knowledge base that shares only what you want customers to see. Contains what to include, what to redact, and why separating sources is non-negotiable.