2025AI智能体客户服务应用案例指南

AgenticAI:UseCases

forCustomerSupportWheretodeployAIagentsformaximum

impacton

costs,speed,satisfaction,and

scaleUSECASEGUIDEAgenticAI

inCustomerSupportCopyright©2025AutomationAnywhere,

Inc.LeadersexpectAIto

handle

halfofcases

by2027;Agentic

ProcessAutomation

(APA)and

our

purpose-builtsolutionsgetyoutherewithmeasurablegainstoday.Scaleefficiencywithoutgrowingsupportteamheadcount.APAhandles

high-volume,

lowtomid-complexity

tasks

autonomously,enabling24/7support

and

reducing

cost

per

ticket.Accelerate

resolution

and

SLA

compliance,

reduce

first

response

and

ensure

consistent,compliantresolutions.AIagentsapplypoliciesthesamewayeverytime,

auto-document

actionswithexplainable

logic,and

keepfullaudittrailsacross

CRM,

ITSM,

ERP,and

other

key

systems.Your

support

volume

spikes

without

warning.Your

self-service

tools

fail,pushing

customers

to

expensive

channels.Your

agents

burn

out

and

quit.

New

hires

take

monthstobecomeproductivebecauseyour

knowledge

liveseverywhere

and

nowhere,scattered

across

systems,Slackthreads

—and

the

heads

of

people

who

just

left.Meanwhile,executive

pressure

to“do

something

with

AI”intensifies

daily.

But

pressure

without

clarity

is

a

recipe

forparalysis:what

should

you

actually

build,which

processes

shouldyouautomatefirst,andhowdoyoudeployAIthat

worksreliablyratherthan

creating

new

problems?This

guide

cuts

through

the

noise.77%ofagents

saytheirworkloadis

up

andmorecomplexcomparedtoone

yearagoSource:2025SalesforceStateof

Service

Report

IENGUIDE

AgenticAI

inCustomerSupport

Go

from

cost

center

tostrategicgrowthengineAI

is

ready

to

work

in

CustomerSupport2+

AutomationCognitive

ability

to

reason,

plan,and

work

toward

a

goal

based

ondynamic,unstructureddataThe

power

of

agentic

artificial

intelligence(AI),able

to

reason,

plan,and

make

decisions

in

dynamic

environments.The

power

of

automation,taking

action

across

systems

of

recordand

work.Human

attention

is

focused

where

it

is

needed:high-valueinteractions,

judgement,andcare.IntelligentcoordinationlayerManages

decisions,dependencies,context,and

exceptionsCoordinates

across

AI

agents,systems,data,and

human

touchpointsSOLUTIONIn

this

guide,we

will

help

you

identify

Customer

Support

use

cases

that

are

ripe

for

APA,

right

now.Take

action

across

enterprisesystemsofrecord

andworkPush

humans

inthe

loopor

safety

and

qualityUSECASEGUIDEAgenticAI

inCustomerSupportAPACombinesOrchestrationStrong

security

and

governance.Fine

tuning

with

enterprise

dataChoiceof

modelsAI3ChallengeWhen

requests

flood

in

from

every

channel

—email,chat,social

media,

phone

—

there

canbe

chaos:duplicate

tickets

accumulate,critical

issues

disappear

into

queues,

and

high-priorityrequests

from

key

customers

sit

beside

simple

password

resets.All

while

agents

hunt

throughdisconnectedknowledgebasesforanswersthey’vealready

provided

dozens

oftimes

before.Inthiscontext,it’snosurpriseagent

burnoutaccelerates,

customer

satisfaction

plummets,

andoperational

expenses

spiral

as

teams

scale

headcount

to

manage

volume

rather

than

addressingunderlyinginefficiencies.DespitesporadicexperimentswithAIsolutions,supportoperationsremaintrapped

ina

cycle

of

reactivefirefighting,unabletobreakfreefrom

manual

processesto

deliver

the

fast,

personalizedservicecustomersnow

expect.SOLUTIONTicket

TriageandResolutionUSECASEGUIDEAgenticAI

inCustomerSupport4BusinessimpactUP

TO•

Much

lower

average

handle

time

(AHT)•

Reducedfirst-responsetime

(FRT)•Increasedsupport

capacitywithout

additional

headcount100%reductionin

averagehandletime

(AHT)Signs

youneedagenticprocessautomationUP

TO•Human

agents

spend

more

time

searching

than

solving•Critical

tickets

get

buried

because

manual

triage

can’t

keeppacewithvolume85%reductionin

first-responsetime

(FRT)•Duplicatetickets

are

multiplying

causing

agents

towork

the

sameproblem

twice•Support

costs

keep

rising

as

you

add

agents

to

handleUP

TOvolume•Simple

requests

like

account

updates

and

status

checksclogyourqueues83%boost

inagentefficiencyHowagenticprocessautomation(APA)helpsStarting

the

moment

a

request

arrives,APA

orchestrates

AI

agents

to

work

across

the

entiresupportlifecycle.AIagentsconsolidateinquiriesfromeverychannel

intoa

unifiedview,

detectingand

mergingduplicateticketsbeforetheyreachhumanqueues.At

the

same

time,

theyverify

customer

identity

andobtainnecessaryconsent,eliminatingthefrictionandsecurity

risks

of

manual

authentication.Fromthere,intelligentintentdetectioncategorizes

requestsandtheir

urgency,

routing

ticketsbasedonbothpriorityandagentskills,

matching

complex

technical

issues

to

specialists

or

routinequestions

to

available

generalists

so

that

the

right

expertise

tackles

each

problem.When

human

agents

open

a

ticket,

relevant

knowledge

articles,

past

resolutions,and

suggestedactions

appear

instantly,cutting

research

time

and

enabling

faster,

more

consistent

responses.Forstraightforward

requests

—

password

resets,accountupdates,andstatuschecks

—

agentic

automationhandlescompleteresolutionwithouthumanintervention,

deflecting

incomingvolume.And

for

everything

else,AI

drafts

contextual

responses

that

human

agents

can

review,personalize,and

send

in

seconds

rather

than

minutes.SOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport5ChallengeCustomersexpectreal-timevisibilityandinstantcontrolovertheirorders,

but

order

information

livesscatteredacrosse-commerceplatforms,warehousemanagementsystems,

shippingcarriers,and

payment

processors

—forcing

agents

to

toggle

between

multiple

screens

just

toanswerasimple“Where’s

myorder?”

inquiry.Meanwhile,simple

requests

to

modify

an

address,cancel

a

duplicate

purchase,or

initiate

areturnrequirenavigatingcomplexapprovalworkflows,systemlimitations,

and

interdepartmental

handoffs.Thewindowfororderchangesclosesquickly,yetcustomerswaitonholdwhile

agents

huntforinformationthatshouldbe

at

their

fingertips.Returnsbecomeordealsforeveryoneinvolved:frustrated

customers

abandon

future

purchases,

agentsdrowninrepetitiveinquiries,and

revenue

leaks

through

avoidable

cancellations

andreturnfraud.SOLUTIONOrderManagementUSECASEGUIDEAgenticAI

inCustomerSupport6How

agentic

process

automation

helpsAgenticprocessautomationunblocksordermanagementwithAIagentsthat

monitor

ordersacross

all

systems

in

real

time.They

provide

instant

status

updates

by

synthesizing

data

frome-commerce

platforms,warehouses,carriers,and

payment

processors

into

a

single

view.When

customers

request

changes,AI

agents

automatically

validate

feasibility,executemodifications

across

multiple

systems,and

confirm

updates

—from

adjusting

shipping

addresses,

tocancelingordersbeforefulfillment,toprocessing

rush

upgrades.Returnsand

RMArequeststhatrequiredmultiple

touchpoints

become

one

interaction.AI

agentsverify

eligibility

against

policy

rules,generate

return

labels,initiate

refunds

or

exchanges,

andupdateinventorysystemswithoutmanualintervention,

reducing

return

processingtime.Behind

the

scenes,continuous

cross-system

reconciliation

identifies

discrepancies—

mismatchedorder

statuses,payment

holds,inventory

conflicts

—

and

either

resolves

them

automatically

orflagsexceptionsforhumanreview.

Proactivenotifications

keep

customers

informed

at

everymilestone,deflecting“where

is

my

order?”

inquiries

before

they’re

even

asked.Businessimpact•Reduced

order

inquiryvolume

and

repeat

contact

rates•Decreased

order

cancellation

and

return

processing

costs•Improved

order

accuracy,

fewer

fulfillment

errorsSigns

you

need

agentic

process

automation“Ourfront-lineworkersnolongernavigatemultipleapplicationsystemsforpulling

data.

They

use

one

single

dashboard

that

contains

all

the

data

theyneed

to

service

the

customer.”

—VP

EnterpriseArchitecture,Top

U.S.

RetailerReadthecustomerstory

⇨•

“Where’s

my

order?”dominates

yourticketvolume•

Ordermodificationrequests

miss

the

fulfillmentwindow•

Returns

take

days

and

multiple

interactions•System

discrepancies

create

customer-facing

errors

—e.g.orders

show

“delivered”when

they’re

still

in

transit•

Repeat

customers

can’t

easily

reorderSOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport73in10ChallengeEvery

day,support

teams

field

an

avalanche

of

account-relatedrequeststhatshouldbestraightforwardbut

becometangled

in

securityprotocols,systemlimitations,and

manualverification

steps.agents

stillcannot

reliably

accesscustomer

informationSimple

profile

updates

—changing

an

email

address,

updatingpayment

methods,modifying

preferences

—

require

humanintervention.Subscription

changes

and

plan

upgrades

getSource:92customer

service

statisticsbottleneckedbypricinglogic

buried

in

legacysystems,

forcing

agentstomanuallycalculateprorationsandcoordinate

changes

acrossbilling,entitlement,andaccesscontrol

platforms.Whencustomersaccumulatemultipleaccountsthroughacquisitions,productexpansions,orforgottencredentials,mergingthembecomesamulti-day

project

involvingdatareconciliation

across

systems

never

designed

to

talk

to

each

other.And,hidden

from

view,unusual

account

activity

like

suspiciouslogin

patterns,unexpected

usage

spikes,and

potential

fraud

goesundetecteduntilcustomersreportproblems

or

finance

flagschargebacks.you

need

to

know

in

2025SOLUTIONAccount

AdministrationUSECASEGUIDEAgenticAI

inCustomerSupport8How

agentic

process

automation

helpsAPAeliminatesthefrictionassociatedwithaccountadministration.AIagentsstreamlineaccountcreationbyvalidatinginformation,

detectingduplicateaccountsbeforethey’recreated,andconfiguringprofilesbasedoncustomer

segment

andpreferences.When

customers

need

updates,agents

verifyidentitythroughmulti-factorauthentication,executechanges

acrossallconnectedsystemssimultaneously,andconfirmupdates

—whethermodifyingcontactinformation,updating

paymentmethods,oradjustingcommunicationpreferences.Password

resets

and

authentication

issues

that

used

to

requiresupport

tickets

can

be

resolved

instantly.AI

agents

guidecustomersthroughsecureself-serviceflows,detectwhenadditional

verification

is

needed,and

handle2FA

setup

orrecoverywithouthumanintervention,reducingauthentication-related

tickets.For

subscription

and

plan

changes,AI

agents

automaticallycalculateprorations,validateupgradeordowngradeeligibility,

adjustbillingcycles,andsynchronizeentitlementsacrosssystems

in

real

time

—turning

multi-step

processes

into

singleinteractions.Whencustomersneedaccountconsolidation,AIagents

map

relationshipsbetweenaccounts,migratedatawhile

preservinghistory,

merge

billing

and

subscriptions,and

reconcile

accesspermissionswithoutmanualdataentryorservicedisruption.Perhaps

most

important

of

all,APA

provides

continuous

usageanomalydetectionthatmonitorsaccountactivitypatterns,flagging

suspicious

logins,unusual

consumption

spikes,

orpotentialfraudforimmediaterevieworautomated

intervention.SOLUTION33%liftin

end-to-endapplicantself-service95%+UP

TOaccuracyUSECASEGUIDEAgenticAI

inCustomerSupport9Businessimpact•Dramatic

reduction

inaccount-related

ticketvolume•Faster

account

setup

and

onboarding

completion

rates•Reduced

churn

from

authentication

and

access

frictionSigns

you

need

agentic

process

automation•Yoursupportticketsoverflowwithlockouts,forgotten

passwords,

and2FA

problems•

Planchangestakedays

insteadof

minutes•Constantrequeststo

“merge

everything

into

one

account”•

Profileupdatesrequire

support

tickets•You

discover

fraud

and

abuse

after

the

damage

is

doneTaskUs

achieved105%improvement

over

its

AHT

targetand

increased

ticket

processing2X

by

empowering3,000

teammateswithagenticautomation.SOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport本报告来源于三个皮匠报告站（）,由用户Id:1181721下载,文档Id:1279720,下载日期:2026-07-2310ChallengeSupportteamsknowtheirknowledgebase

should

be

their

greatest

asset,yet

it

becomestheirbiggest

liability.Agentswastetimesearchingrepositoriesofduplicatearticles,conflicting

information,and

contentwrittenyearsagoforproductsthatnolongerexist.

When

new

products

launch

or

policieschange,knowledgeteamsscrambletocreatecontentwhilesupporttickets

pile

upwith

questions

the

KB

should

answer.Forglobalcompanies,multilingualsupportmeanseither

expensive

human

translationwith

weeklongdelaysormachinetranslationsopoorthat

agents

don’t

trust

it.At

the

end

of

the

day,critical

information

lives

in

agent

heads,

Slack

threads,

and

email

chains—and

often

never

makes

it

into

searchable

documentation.That

means

human

agents

bypasstheknowledgebaseentirely,answeringthesame

questions

repeatedlyfrom

memory,whilecustomers

abandon

self-service

portals

that

can’t

surface

the

answers

they

need.Knowledgemanagementbecomesaperpetual

backlogthat

grows

fasterthan

any

team

canaddress.SOLUTIONKnowledgeManagementUSECASEGUIDEAgenticAI

inCustomerSupport11How

agentic

process

automation

helpsAPAturnsknowledgemanagementintoa

self-improving

system.AIagentsanalyzeresolvedtickets,customerinteractions,and

internal

communications

to

automaticallygeneratedraftknowledgearticles

—capturingexpertsolutionsthe

moment

they’recreatedandconvertingtribalknowledgeintosearchable

documentation.Asticketsare

resolved,agents

produce

summaries

that

distill

complex

issues

into

reusable

content.FAQupdateshappencontinuously.AIagentsmonitor

incoming

questions,

identify

trends,andautomaticallyrefreshexistingarticlesorflagoutdatedcontent

for

review.

Content

gapanalysis

runs

constantly,too

—comparing

customer

inquiries

against

available

documentationtopinpointexactlywhichtopicsneedcoverageand

prioritizethem

based

on

demand.When

articles

exist,intelligent

relevance

scoring

tracks

which

content

actually

resolves

issues,

surfacesunderperformingarticlesforimprovement,andensuressearch

results

prioritizewhatworks.Forglobaloperations,automatedmultilingualtranslationmaintains

consistencyacrosslanguages

while

preserving

technical

accuracy

and

brand

voice.And

updates

propagateacross

all

language

versions

automatically,ensuring

customers

worldwide

access

the

sameinformationatthesametime.Businessimpact•Faster

knowledgearticle

creation

and

time-to-publish•Increased

self-service

resolution

rates

and

KB

effectiveness•Lower

cost

pertranslation

and

consistent

global

content40%fewerescalationsdeploymentUP

TOSigns

youneedagenticprocessautomation60%increasein

knowledgebaseattach

rates•Your

knowledge

base

is

a

graveyard

of

outdated

content•Agentssolve

problems

but

neverdocumentthem•

Search

returns

irrelevant

resultsPROJECTED•

Multilingual

support

lags

weeks

behind

English30%reduction

inoperationalcostsSOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport12ChallengeCustomer

conversations

sprawl

across

email,chat,phone,and

social

media,

often

within

thesame

issue.Yet

most

support

systems

treat

each

channel

as

isolated,forcing

customers

torepeatthemselvesandagentstopiecetogetherfragmentedhistories

from

multiple

tools.Crafting

responses

consumes

enormous

time

as

agents

toggle

between

knowledge

bases,pasttickets,and

approved

messaging

to

ensure

accuracy

and

consistency.After

resolution,

the

workcontinues:agentsmanuallydraftfollow-upemails,setreminders

for

promised

callbacks,

attach

resolutionnotes,andhopenothing

falls

through

the

cracks.Survey

deployment

happens

sporadically

if

at

all,and

when

feedback

does

come

in,

it

sitsunanalyzed

inspreadsheets

—

rich

insightsabout

broken

processes,strugglingagents,and

productissuesburiedinunstructuredtext

that

no

one

has

time

to

categorize.Coachingopportunitiesemergeweekstoolatewhenmanagersfinally

review

cases,

missing

themomentwhenreal-timeguidancecouldprevent

escalations.Theresult:disjointedcustomerexperiences,inconsistentcommunication

quality,

lost

insights

thatcouldimproveoperations,andagentsspendingmoretime

on

administrative

follow-up

thanactualproblem-solving.SOLUTIONCommunicationandPost-InteractionUSECASEGUIDEAgenticAI

inCustomerSupport13How

agentic

process

automation

helpsAgenticprocessautomationmakesseamlesscommunicationthroughoutthecustomer

journey

a

reality.AI

agents

synchronize

conversations

across

all

channels

in

real-time,maintaining

unifiedcontext

—whether

customers

switch

from

chat

to

email

to

phone

—which

eliminates

repetitiveexplanations

and

ensures

every

agent

sees

the

complete

interaction

history

instantly.Whencraftingresponses,intelligenttemplatesuggestionsandsmart

replies

surface

contextuallyrelevant

language

based

on

issue

type,customer

sentiment,and

successful

past

resolutions,reducingresponsecompositiontimewhilemaintainingconsistencyandquality.Post-resolutionworkflowsareautomatic:AIagentsdispatchfollow-upmessagesatoptimaltimes,

sendremindersforscheduledcallbacks,attachrelevant

documentationto

closure

notes,

andensurenothingpromisedtocustomersgets

forgotten.And

customers

receive

CSAT

or

NPS

requests

at

just

the

right

moment

based

on

interactioncomplexity

and

resolution

confidence,driving

higher

response

rates.As

feedback

arrives,automatedcategorizationextractsthemes,sentiment,andactionableinsights,connectingnegative

scores

to

specific

process

breakdowns

or

knowledge

gaps.Real-timecoachingtriggersdetectwhenagentsstruggle,flaggingthingslike

unusual

handletimes,

negative

sentiment

shifts,and

repeated

searches,to

surface

relevant

tips,suggestedresponses,or

escalation

paths

in

the

moment.

Rather

than

waiting

for

weekly

reviews,agentsreceiveguidanceexactlywhentheyneedit,turningevery

interaction

into

a

learning

opportunity.SOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport14Businessimpact•

ImprovedCSAT/NPSscoresandsurvey

response

rates•

Reduced

average

response

composition

time•Fasteragentonboardingand

skill

development

through

real-time

coachingSigns

you

need

agentic

process

automation•

Responsequalityvarieswildly

byagent•Follow-upsfallthroughthecracks

and

customers

have

to

follow

up

themselves•

Survey

insightssit

unanalyzed•Coaching

happens

long

after

interactionsAutomation

Anywhereachieved

a12%increaseinNPS,

reachingan

all-time

high

of+56,

and

a6.7X

return

on

investment

bysignificantlyreducingescalationsandimprovingagentefficiencywithagenticautomation.SOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport15ChallengeWith

the

SLA

clock

ticking,most

teams

manage

the

web

of

dependencies,

deadlines,andhandoffsbehindsupportinteractionsthroughspreadsheets,

manualstatus

checks,andinstitutionalmemory.Simple

requests

that

require

actions

across

multiple

systems

become

multi-day

ordeals—agentsmustmanuallyloginto

billing

platforms,

update

CRMs,

trigger

provisioning

tools,

andhopeeachstepcompletessuccessfully.Meanwhile,more

complex

cases

requiring

approvals

sitwaitingformanagerswhodon’tknowthey

need

to

act.Cross-department

handoffs

—from

support

to

engineering,billing

to

fulfillment

—

happenthroughaseriesofforwardedmessageswherecontextgets

lost

and

accountability

evaporates.And

when

cases

finally

do

close,agents

rush

through

disposition

codes

and

brief

notes,skippingdocumentationthatwouldhelpfutureagentsorsatisfycompliance

requirements.It

all

adds

up

to

missed

SLAs,approval

bottlenecks,cases

lost

in

handoff

limbo,

and

incompleteaudit

trails

that

create

compliance

risk.And,perhaps

most

problematic

of

all,

there

is

nosystematic

way

to

understand

why

complex

cases

take

so

long

or

where

processes

break

downtofuelimprovement.SOLUTIONCaseManagementUSECASEGUIDEAgenticAI

inCustomerSupport16How

agentic

process

automation

helpsAPA

orchestrates

end-to-end

case

management

with

precision

and

100%visibility.AI

agents

monitor

SLA

timers

across

all

cases

continuously,automatically

escalating

approachingviolationswithfullcontexttoappropriatemanagersandsuggestingactionsto

prevent

SLAviolations.Whencases

requireactionsacross

multiplesystems,AIagentsexecutetasks

in

parallel:

updatingbillingrecords,provisioningservices,adjustingentitlements,and

logging

changes

across

platformssimultaneously,collapsingmulti-stepworkflowsintounifiedoperations.Casesrequiringapprovalsautomaticallyroutetodecision-makerswithcomplete

context

and

recommendedactions.

Intelligentcaseswarmingdetectswhenspecializedexpertiseis

neededand

assembles

the

right

team

—

pulling

in

product

specialists,engineers,or

account

managerswhentheirinput

matters.AIagentsstreamlinecross-departmentalhandoffsby

packagingcomplete

case

history,

attaching

relevantdocumentation,settingclearexpectationswithreceivingteams,and

maintainingvisibilitythroughout

the

process.

No

case

disappears

into

a

black

hole.Automatingdispositionandclosureensureseverycaseconcludeswith

propercategorization,completeresolutionnotes,requiredattachments,andcompliance

documentation

—

all

generatedfrom

the

case

activity

so

there

is

zero

manual

entry.Andlastbutcertainlynot

least,comprehensive

audit

trails

capture

every

action,

decision,

andsystemchange,providingcompletecompliancedocumentationandenablingfull

analysis

of

case

lifecyclestofindbottlenecksandcontinuouslyimprove

processes.SOLUTIONUSECASEGUIDEAgenticAI

inCustomerSupport17Businessimpact•

Significant

redu