Quick Answer
For search, voice, and "just tell me what to do".
AI excels at five question categories: (1) Status inquiries (where's my order?), (2) How-to questions (step-by-step guidance), (3) Policy questions (return policy, shipping times), (4) Account access (password resets, login help), and (5) Basic reassurance (confirmation requests).
Key Takeaways:
- Status questions are ideal for AI (real-time data)
- How-to questions suit AI's consistency
- Policy questions benefit from AI accuracy
- Account access is routine and automatable
- Reassurance queries need quick, confident responses
Playbook
Map your support queries to these five categories
Prioritize automation by volume within each category
Build category-specific AI response frameworks
Create escalation paths for exceptions
Measure success by category
Common Pitfalls
- Treating all questions the same way
- Missing category-specific nuances
- Automating without understanding the underlying need
- Ignoring emotional component of 'factual' questions
Metrics to Track
Resolution rate by question category
Customer satisfaction by category
Average handling time by category
Escalation rate by category
FAQ
What about questions that span multiple categories?
Multi-part questions often need human handling. AI can address the simple parts and identify complexity for handoff. Design AI to recognize when questions exceed its scope.
Related Reading
Next: browse the hub or explore AI Operations.