Choose the work you need
19. Answer Customer Questions With AI—and Know When to Stop
Build a customer service workflow that answers from approved sources, checks identity, flags unknowns, and routes requests appropriately.
20. Make Human Handoffs Work—and Recover When AI Gets It Wrong
Create reliable human handoffs and recover from incorrect AI answers with verified facts, clear ownership, and documented corrective action.
21. Turn Customer Feedback Into Better Service
Use customer feedback and service metrics to identify recurring problems, measure real resolution, and choose practical improvements.
Put this section to work
Start with the first chapter if this is new to you. Bring one real task, use permitted information, and write down the result you want before testing. Keep assumptions separate from observed results.
Use the worksheets for this section to record the work. A completed exercise is preparation for a pilot, not evidence that a live process has succeeded.