Customer Support Agents Role Card

About the Customer Support Agents Role Card

The Customer Support Agents Role Card helps individuals understand how customer support professionals can use AI responsibly while maintaining quality, accuracy, and human judgment in customer interactions. Designed for customer support agents, service teams, managers, and others introducing AI into customer-facing work, it clarifies the agent’s role when using AI to find information, summarize issues, draft responses, troubleshoot problems, or support other service tasks.

Use the role card when AI is becoming part of customer service workflows or direct customer interactions. It helps users understand what AI can appropriately assist with, what information or outputs require verification, when human judgment should take priority, and when an issue should be escalated rather than handled by AI.

The role card helps users develop a clearer understanding of responsible AI use in customer support, appropriate human oversight, and how to use AI without compromising the customer experience. This AI Adoption Lab resource supports individual AI adoption within the Unified AI Adoption Model, particularly the Evaluate, Protect, and Ingrain stages of the Personal AI Adoption Framework (PAAF).