Complete AI Customer Support Workflow 2026
Workflow Guide: Follow these steps in order. Each step builds on the previous one.
Ticket Triage
Use AI to categorize incoming tickets by urgency, topic, and sentiment.
Draft Responses
Use ChatGPT to draft customer responses. Always review and personalize before sending.
Knowledge Base
Use Claude to write comprehensive FAQ articles. 200K context handles entire product documentation.
Sentiment Analysis
Use AI to flag negative sentiment tickets for priority handling by human agents.
Automation
Use Zapier to connect helpdesk with CRM, Slack notifications, and follow-up sequences.
Continuous Improvement
Analyze common questions monthly. Create new knowledge base articles to reduce ticket volume.
Key Takeaways
- Start with free tools and upgrade as needed
- AI handles the heavy lifting — you provide the strategy and human touch
- Review every AI output before using it
- Track your time savings to justify tool investments
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