AgentsA customer-support assistant that answers the repeat questions
An assistant grounded in your help docs answers common questions and hands off to a person when it is unsure.
What the evidence says
The most-cited example is Klarna, which reported that its AI assistant handled two-thirds of its customer-service chats in its first month. That figure is vendor-reported and comes from a very large company, so treat it as a ceiling, not a forecast.
How to set it up
Ground the assistant in your existing help articles and policies, and tell it to say "I'll connect you with a person" whenever the answer isn't in those sources.
OpenAI's agent guide recommends guardrails and a clear handoff to a human for high-risk actions such as refunds. Keep those decisions with your team.
Measure
Track the share of conversations resolved without a handoff, customer satisfaction on assistant chats against human chats, and every wrong answer. Fix the source document, not just the prompt.
Sources
Figures from vendors are labeled as vendor-reported. We have no commercial relationship with any company linked here.