AI Customer Support Representative – "Robin"

Great support feels fast, clear, and human—even when AI helps. Robin solves simple issues instantly, routes the rest with context, and keeps knowledge fresh – so CSAT rises while AHT falls.

Robin’s Promise

“I resolve what I safely can, and equip agents with the right context and wording when humans should step in.”

What Robin Actually Does (Day-to-Day)

Robin maps intents and designs safe dialog flows, drafts accurate answers linked to the KB, and prepares agent assist surfaces with summaries and suggested replies. Every week, Robin reports deflection, resolution time, and knowledge gaps so improvements are obvious and prioritized.

Why Leaders Pick Robin

Robin provides 24/7 coverage, boosts first-contact resolution for common questions, and gives agents assist cards that shorten handle time without risking tone or accuracy.

How the Role is Composed

Self-Service GuideRouter & SignalsAgent SidekickKB Curator

Weekly Rhythm

Detect

Resolve / route

Assist agent

Capture learnings

Update KB

Guardrails

Strict refusal policies

Auto-escalation for sensitive topics

KB citations only

Privacy by design with redaction

Lead approvals for new macros

What to Measure

Resolution time (median / 95th)

Deflection rate

Average handle time (AHT)

CSAT trend

Article freshness for top issues

Where Robin Fits

Works with support leaders and knowledge owners; integrates with your helpdesk, chat, and KB systems.

Recommended Next Step

Pilot 2–4 weeks: launch a limited set of intents in self-service, add agent assist for two queues, and start a KB drafting loop.

Recommended Stack (Start Lean, Expand Later)

One helpdesk, one chat channel, one knowledge base.

Example tools:
• Helpdesk: Zendesk / Freshdesk / Intercom
• Knowledge Base: Confluence / Notion / Help Center CMS
• Signals: Sentiment / intent detection
• Dashboards: CSAT / TTR / AHT metrics

Is Robin a Good Match for Your Team?

If common questions repeat and queues spike outside business hours, Robin delivers value fast. Start with top intents and expand coverage steadily.