Email Agents
How to Set Up an AI Customer Support Agent
This AI customer support agent is set up in Carly just by talking to it, then tested on real customer questions. It answers from the company website, links the page it found the answer on, and loops in a human when it can't. The video opens with the three reasons businesses bring in an AI agent at all: routine communication, speed to lead and after-hours calls, and keeping the CRM updated. Old support chatbots couldn't handle bespoke questions. An AI agent works more like a person: it pulls from many sources, understands nuance, and hands anything you don't want it to touch to a real team member. The setup starts on email only. In testing, it answered a question buried in one of the site's guides, and still got a niche question right when the product name in it was misspelled.
Step by step
- 01
Create the agent and set it up by talking
In Carly, go to Agents, name the agent Support, and press Set up by talking.
- 02
Tell it where the answers live
Explain that customers ask a lot of questions and your website has pages that answer them. The agent should look through the site, find the answer, reply to the customer and include the URL of the page that has it.
- 03
Tell it when to bring in a human
If it can't find an answer, it cc's your support address and says a person will help. It also hands off whenever someone asks, "Can I speak to a human?"
- 04
Start with email
Launch on email only. Texts and phone calls can come later, once you trust its answers.
- 05
Test it on real questions
Ask something that's on your website but not on the front page, then something niche. In the video it found an answer inside one of the guides, and answered a question about an integration correctly even with the app's name misspelled.
- 06
Add more test cases, then more channels
Run a lot more test questions before going wider, then add text and phone support if that's where your customers reach you.
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