What is an AI-first support playbook?

The AI-first support playbook is a practical framework designed to help support teams adopt AI in a focused, measurable, and sustainable way.

It’s built around real operational decisions — what AI should improve, where it should (and shouldn’t) be used, and how to ensure it actually becomes part of daily support workflows.

What’s inside the playbook?

The playbook is structured as a 10-step, fill-in framework that walks you through an end-to-end AI pilot in customer support:

  1. Define the outcome – Identify the single support metric AI should improve and what success looks like.
  2. Set boundaries – Clearly document what AI is allowed to do and where human judgment remains essential.
  3. Check the basics – Validate that knowledge sources, security controls, and measurement foundations are ready for AI.
  4. Choose pilot use cases – Select 1–2 high-confidence use cases where AI can deliver quick, visible value.
  5. Prepare knowledge – Decide which support content to include first and what to add later.
  6. Drive adoption – Define expectations, usage habits, and adoption signals to avoid “AI shelfware.”
  7. Add simple automations – Introduce low-risk automations that save time without removing human review.
  8. Prove impact – Compare before-and-after metrics to confirm whether AI delivered the intended results.
  9. Decide what to do next – Use data to decide whether to scale, adjust, or stop the initiative.
  10. Keep it working – Establish a lightweight cadence to continuously review and improve results.

How to use the playbook

  1. Work through the steps in order
  2. Replace examples with your own answers
  3. Pause if foundations aren’t ready
  4. Run a small pilot first
  5. Review results and decide next steps

By following this playbook, teams can adopt AI in support with clarity, control, and confidence — ensuring it delivers real outcomes rather than added complexity.

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AI‑first support playbook
AI‑first support playbook AI in support works best when it’s focused, practical, and tied to real outcomes. This playbook helps you cut through the hype, run a smart AI pilot, and improve support performance without overcomplicating your operation. It’s designed for support leaders who want to…
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