Support automation playbook: when AI should hand off

Define triggers, fallback paths, and quality checks so automation improves the experience instead of breaking it.

This article expands on “Support automation playbook: when AI should hand off” with practical structure and takeaways for ecommerce growth teams.

Why this matters

Support interactions often happen at the exact moment a shopper is deciding whether to buy, hesitate, or leave.

What strong teams do differently

• Connect product, policy, and order context in one place
• Use AI for repetitive conversations with clean escalation
• Measure impact across conversion, satisfaction, and recovery