PAAF Role Card: Customer Support Agents
- Staff
- 3 days ago
- 4 min read
Purpose: Empower Customer Support Agents to explore and adopt Ai in ways that reduce repetitive tasks, surface helpful knowledge quickly, and improve customer experience—while maintaining empathy, accuracy, and compliance.
1. Familiarize
Objective: Build curiosity and reduce fear by showing where Ai is already helpful in the support workflow.
Steps
Identify where Ai appears in [Product] (e.g., issue summaries, knowledge base suggestions).
Test autocomplete in ticket replies or internal notes.
Watch a short demo of Ai triaging or answering tickets.
Explore the AI Touchpoint Map for support teams.
Pro Tips:
Play “Spot the Ai” using your own inbox—where is it suggesting responses or surfacing articles?
Ask Ai: “Can you summarize this request in one line?”
Troubleshooting
“I didn’t notice it was there.” → Check for subtle features like smart suggestions in [product].
“It feels invisible.” → Use the Ai Infographic as a quick guide to where it shows up.
Best Practices
Start your shift by spotting 1–2 Ai moments in your workflow.
Share your favorite find in your team’s chat channel.
2. Learn
Objective: Understand how Ai supports support agents and the basics of responsible AI use.
Steps
Learn how Ai retrieves content from document or past tickets.
Review key terms like prompts, hallucinations, and retrieval models.
Take a microlearning module like “How Ai Builds Ticket Responses.”
Complete the AI Literacy Self-Assessment.
Pro Tips:
Think of Ai as a first-draft assistant—it helps start the response, not finish it.
Ask: “How did Ai choose this suggestion?” to practice reverse-engineering it.
Troubleshooting
“AI feels too technical.” → Relate the concept to real-world ticketing examples.
“I’m not sure if it’s trustworthy.” → Practice fact-checking responses line by line.
Best Practices
Use “Explain AI Like a 5th Grader” to simplify tricky concepts.
Host a 10-minute team quiz on AI concepts during a weekly huddle.
3. Evaluate
Objective: Identify high-volume, low-risk tasks where Ai can save time or increase accuracy.
Steps
List common request types or responses you repeat often.
Use the AI Fit Matrix to evaluate which ones are good AI candidates.
Avoid regulated or emotional requests in your first use cases.
Choose 1–2 to experiment with this week.
Pro Tips:
Start with password resets, “where is my order,” or internal troubleshooting replies.
Ask Ai: “Draft a response using a friendly tone for this ticket.”
Troubleshooting
“Everything seems like a use case.” → Prioritize by frequency and clarity.
“This feels too risky to hand over.” → Use the Red Flag Indicators to filter it out.
Best Practices
Keep your first tasks “safe and obvious.”
Use a shared doc or board to log and rate ideas by value and safety.
4. Experiment & Practice
Objective: Practice using Ai in real workflows, observe outcomes, and refine responses.
Steps
Try Ai to suggest replies, summarize issues, or surface articles.
Record results in your Prompt Practice Log—what worked, what didn’t?
Refine your prompts with tone adjustments or extra context.
Ask peers to review AI-generated replies before you send them.
Pro Tips:
Use Ai for a first draft, then layer on your empathy and personalization.
Try prompts like: “Make this clearer but still empathetic,” or “Rephrase with technical detail.”
Troubleshooting
“The response feels robotic.” → Add tone cues like “friendly but professional.”
“It missed the real issue.” → Add more context from the ticket history to the prompt.
Best Practices
Use your Prompt Log to improve results over time.
Hold a “Prompt Feedback Friday” to compare approaches with your team.
5. Protect
Objective: Reflect on quality, tone, and risk in AI-generated support content.
Steps
After sending or reviewing a response, ask: Was this helpful? Was it appropriate?
Use “Pause & Probe” prompts: What could go wrong if this was taken at face value?
Track any errors or unintended tone issues to share in team reflections.
Rate high-risk queries using the Ai Risk Rating.
Pro Tips:
When in doubt, edit or rewrite. AI is a shortcut, not a shield.
Practice flagging hallucinations: responses that sound confident but are wrong.
Troubleshooting
“It sounded right, but was wrong.” → Always check links and facts.
“The tone didn’t fit the situation.” → Add prompt instructions like “empathetic” or “neutral.”
Best Practices
Log surprising outcomes in a team AI Quality Journal.
Add ethics or tone discussions to retros or huddles once a month.
6. Integrate in Work
Objective: Integrate AI into everyday ticket handling with consistency and care.
Steps
Use Ai for 1–2 tasks each day: summaries, articles, replies, or escalation notes.
Store effective prompts in your personal or team Prompt Library.
Track success with a Weekly Integration Log: saved time, reduced escalations.
Pro Tips:
Set a goal: “Try Ai on 5 tickets this week.”
Share “top 3 most-used prompts” with the team each month.
Troubleshooting
“I forget to use it.” → Pin a sticky note or use browser bookmarks.
“It feels like more work.” → Refine prompts so they require fewer edits.
Best Practices
Pair new hires with AI-savvy reps for peer coaching.
Use Ai in wrap-ups, internal notes, and FAQ creation—not just replies.
7. Share & Grow
Objective: Share knowledge, mentor peers, and advocate for safe, efficient AI use.
Steps
Share your favorite prompt weekly in team chat or Confluence.
Help a peer improve their Ai usage by reviewing replies together.
Contribute to a shared knowledge base or Prompt Library.
Join a Community of Practice on AI in Support.
Pro Tips:
Use the Success Story Outline to document a time Ai helped you hit a goal.
Submit your top prompt as “Prompt of the Week.”
Troubleshooting
“I’m not sure what to share.” → Start with a simple before/after example.
“No one’s using the library.” → Create a “Top 5” post to get attention.
Best Practices
Celebrate AI wins in shift handoffs or standups.
Nominate a rotating “Ai Support Champion” each month to inspire others.
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