Customer support automation should start with the questions customers ask every week. Shipping status, pricing, booking, refunds, and setup questions are common starting points.

AI can draft replies, classify requests, and recommend help articles. However, sensitive issues such as refunds, complaints, and account problems should still include human approval.

The best support systems have clear escalation rules. If the AI is uncertain, it should route the conversation to a person.

Support automation is successful when it reduces response time without making customers feel ignored.