How-to guides, playbooks and product updates for AI customer support.
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12 articles in Playbooks
Playbooks
Left on a generic prompt, an AI support agent is helpful to a fault: it writes a customer's cat a poem and offers to polish a spam message. The fix is the system prompt, the text AssistLoop keeps in the Instructions box of your agent's Playground. This guide gives you a six-section template to copy, extra lines for common situations and a seven-message test to run before customers see it.
Playbooks
A practical playbook for testing AI support agents after knowledge, model, widget, configuration, or action changes. It shows how to verify answers, fallbacks, human handoff, and external action results instead of trusting response text alone.
Playbooks
A dated peak-season playbook for support leaders. It turns last season's conversation logs into verified training coverage, tested Agent Actions, reliable human handoff, and daily metric review before and during a volume spike.
Playbooks
An after-hours chatbot should route conversations into four clear states: answered, handed off, follow-up needed, or urgent review. This playbook shows support managers how to define those states, collect useful context, build a morning queue, add safe actions, and test the workflow in AssistLoop.
Playbooks
RAG can improve support answers, but retrieval is only one part of a reliable workflow. This playbook helps support and CX leaders review source quality, fallback behavior, human handoff, and outcome metrics before launch.
Playbooks
A practical playbook for support leaders who need their team and chatbot to work from the same approved knowledge, testing process, and handoff rules. It separates chatbot training from human onboarding and turns live conversations into the next training inputs.
Playbooks
A customer-facing chatbot incident needs containment before model diagnosis. This first-30-minutes playbook covers ownership, evidence, customer routing, five common failure types, safe recovery, and the runbook details support teams should document.
Playbooks
A generic FAQ cannot guide SaaS users to activation. This playbook shows how to map onboarding questions by stage, user goal, answer source, next action, escalation trigger, and documentation gap, then review the map against activation and completion metrics.
Playbooks
A practical buyer playbook for testing an AI customer-support workflow before launch and after changes. It separates vendor claims from live configuration evidence across training sources, the widget, human handoff, Agent Actions, APIs, and permissions.
Playbooks
Chatbot knowledge base ownership requires separate owners for source accuracy, publishing, technical administration, and human escalation. This playbook gives support and operations teams a practical workflow for permissions, vendor questions, corrections, and AssistLoop deployment.
Playbooks
A pass/fail launch playbook for support and CX leads approving an AI agent. It ties source accuracy, fallback behavior, human handoff, widget testing, release ownership, and first-week monitoring to evidence and explicit stop-ship conditions.
Playbooks
A four-week chatbot pilot plan for small SaaS teams. Choose one support workflow, set a message-credit budget, test the knowledge base, define handoff rules, and decide whether to expand, fix, or stop.
