# AI for customer service teams, with people in charge.

> Customer operations is veridive’s applied AI work for service and contact-center teams. veridive connects the knowledge base, policies, order data and past conversations to suggest replies with sources, route requests by intent, summarize conversations and support quality review. Agents approve every reply, and sensitive cases always go to a person.

veridive helps service teams answer faster and more consistently, without losing the human judgment customers trust.

## What is customer operations AI?

Customer operations AI helps service teams answer faster and more consistently. It suggests replies with sources from the knowledge base and order data, routes requests by intent, summarizes conversations and supports quality review. veridive designs it so agents approve every reply, sensitive cases always reach a person, and customers keep the human judgment they trust.

## How does service work run today?

In a typical contact center, agents switch between the ticketing tool, the order system and a knowledge base that is partly out of date. The same questions arrive every day by email, chat and WhatsApp, and answers vary by agent and channel. Quality teams can review only a small sample of conversations, so problems surface late.

## How does it work?

### Connect

- Knowledge base and policies
- Order and account data
- Past conversations
- Ticket categories and routing rules

### Assist

- Suggested replies with sources
- Intent routing
- Conversation summaries
- Quality review

### Keep people in control

- Agents approve every reply
- Sensitive cases always go to a person
- Low-confidence answers are escalated, not guessed

### What to measure

- Handling time
- First-contact resolution
- Quality scores
- Customer satisfaction

## Which systems does it connect to?

Typical systems, as examples of what we connect to (not partnerships): Zendesk, Salesforce Service Cloud, Freshdesk, WhatsApp Business, Contact-center platforms.

## Where can it help?

- **Suggested replies with cited sources.** Drafts that quote the policy or order record they rely on, so agents can check before sending.
- **Intent routing.** Requests sorted by topic and urgency, so the right team sees them first.
- **Summaries and handovers.** Long threads summarized when a case changes hands, with the open questions listed.
- **Knowledge gap finder.** Questions the knowledge base can’t answer are collected for the content owner.
- **Quality review on every conversation.** Each conversation checked against agreed criteria, with the evidence quoted.

## What does a first project look like?

1. **Pick one request type.** Choose a frequent, well-documented question, such as delivery status or returns, with a clear owner.
2. **Fix the sources.** Agree which policies and data the answers may use, and bring the key articles up to date.
3. **Pilot with a small group of agents.** Agents use suggested replies on live tickets and rate each one, and quality is compared with the baseline.
4. **Decide on scale.** Extend to more agents and request types only when the pilot meets the agreed criteria.

## Questions about AI in customer service

### Will an AI chatbot replace our support agents?

That is not how we design it. The system drafts replies, routes requests and summarizes conversations, and agents approve what customers receive. Sensitive cases always go to a person. The aim is to take the searching and retyping out of the job, so agents spend more of their time on the cases that need judgment.

### Can it answer customers on WhatsApp?

It can draft answers for WhatsApp Business conversations, and agents approve them before they are sent. WhatsApp, email and chat are typical channels in customer operations projects; we connect through the platform you already use and agree up front which requests, if any, may ever be answered without a person.

## Related

- What we do: [Build: Custom AI & software](https://veridive.com/services/custom-ai-software/) · [Enable: Team enablement & transformation](https://veridive.com/services/ai-enablement/) · [Improve: Reliability & continuous improvement](https://veridive.com/services/ai-reliability/)
- Field notes: [Answers with receipts: why citations matter at work](https://veridive.com/insights/answers-with-receipts/) · [A useful system needs a new everyday practice](https://veridive.com/insights/ai-adoption-needs-a-new-practice/)
- See also: [Voice & meeting intelligence](https://veridive.com/solutions/voice-meeting-intelligence/) · [Commerce intelligence](https://veridive.com/solutions/commerce-intelligence/) · [Knowledge & document intelligence](https://veridive.com/solutions/knowledge-document-intelligence/) · [Start a project](https://veridive.com/contact/)

## Same questions, every day?

Tell us which ones. We will reply within one business day with a recommended first step. [Start a project](https://veridive.com/contact/) or write to [hello@veridive.com](mailto:hello@veridive.com).