Should an AI Customer-Service Phone Agent Search the Open Web During a Call?
3CX’s new Customer Service Agent can answer from a company’s FAQs and policies. It can also search the web when that switch is on. I’d leave web search off for anything involving price, warranty, returns or account rules. Then make one test call about a policy whose old version is still online. The agent should quote the current company page, say when it can’t find an answer, and hand the caller to a person. A live support call is a bad place to blend your policy with whatever ranks first.
Comments
Web search also gives the bot somewhere to wander before it admits defeat. 3CX says the agent tries to resolve the call first and can ask one question at a time. Cap that loop: one clarification, one answer with the source named, then offer a person. “Human” should transfer immediately with the transcript. A shorter queue is not a win if the caller spends four minutes arguing with a page the company never approved.