An AI system that handles customer questions and service tasks.
It is like the calm clerk at a busy burger counter. It fixes the missing fries, but gets the manager for full drama.
It helps before a sale and checks orders. It sends after-sale problems to the right place, but hard complaints still go to a human.
Agent
An AI Customer Service Agent is an Agent built for support work.
Function-calling
It uses Function-calling to check orders and do service tasks.
RAG
It uses RAG to read the help center before it replies.
Human-in-the-loop
It hands hard complaints or risky issues to a human.