# Customer Service

Canonical: https://usehai.ai/use-cases/customer-service

Markdown: /use-cases/customer-service.md

Description: Triage inboxes, find answers in company knowledge, identify escalations, and draft customer replies. Hai connects the relevant tools, context, and team channels so support teams can move work forward.

Page: Customer Service use case.

For: Support teams that need AI-native workflow support.

Hai can: Prepare customer service work from connected company context while keeping sensitive actions behind approval.

Triage inboxes, find answers in company knowledge, identify escalations, and draft customer replies.

Audience: Support teams

Example: Triage support inboxes, find answers in docs, and draft replies with policy context.

## Workflow

- Group incoming threads
- Lookup policy and account context
- Draft response
- Escalate exceptions

## Workflow Plays

- **Priority inbox triage**
Trigger: New support volume arrives in Zendesk, Gmail, or Outlook.
Hai groups related messages, checks account history, reads policy context, and turns the queue into triage lanes with suggested owners and replies.
Outcome: Triage board with priority, owner, and drafted customer reply.
Principles: Knowledge, Personal UI, Connected
- **Escalation brief**
Trigger: A customer crosses SLA, sentiment, or revenue-risk thresholds.
Hai pulls tickets, CRM, changelog, Slack discussion, and previous decisions into a concise escalation artifact for the support and account teams.
Outcome: Owner-ready escalation with context, policy, and next action.
Principles: Proactive, Multiplayer, Knowledge
- **Policy-grounded answer**
Trigger: A rep asks Hai to answer a complex customer question.
Hai searches notes, docs, meeting memory, and indexed integrations before drafting an answer with the source context a teammate can verify.
Outcome: Draft reply grounded in company knowledge and account history.
Principles: Knowledge, Connected, Security + Compliance
- **Renewal-risk watch**
Trigger: Scheduled heartbeat across support and CRM signals.
Hai watches ticket spikes, open bugs, support tone, and renewal timing, then nudges the account owner before a small problem becomes a churn risk.
Outcome: Proactive risk alert with suggested outreach and owner.
Principles: Proactive, Connected, Multiplayer

## Example Agents

- Inbox triage agent
- Knowledge responder
- Escalation coordinator

## Relevant Integrations

- Gmail
- Outlook
- Zendesk
- Notion
- Slack