AI Customer Service Automation: From 4-Hour Response to 2-Minute Resolution

Example: Password Reset Automation

// Autonomous AI Agent Workflow
const passwordResetAgent = {
  trigger: "ticket_contains('password reset')",
  
  autonomous_actions: [
    // 1. Verify customer identity
    {
      action: "check_customer_database",
      verify: ["email_match", "account_active"],
      confidence_required: 0.95
    },
    
    // 2. Generate secure reset link
    {
      action: "generate_reset_token",
      expiry: "1 hour",
      log: true
    },
    
    // 3. Send email with instructions
    {
      action: "send_email",
      template: "password_reset_instructions",
      requires_approval: false // Pre-approved for high confidence
    },
    
    // 4. Update ticket and notify customer
    {
      action: "update_ticket_status",
      status: "resolved",
      resolution_time: "< 2 minutes",
      customer_notification: true
    }
  ],
  
  escalation_rules: {
    if_confidence_low: "escalate_to_human",
    if_account_locked: "escalate_to_security_team",
    if_multiple_attempts: "flag_for_review"
  }
};

// Result: 100% of password reset requests resolved in < 2 minutes
// Customer satisfaction: 4.7/5
// Cost per resolution: $0.40 (vs $8.50 manual)