The 3CX Customer Service AI Agent in V20 Update 10 can answer routine questions, collect information, guide callers through basic troubleshooting and hand calls to a human when needed.
Where you place the AI Agent in your call flow depends on the support you want it to handle. It can be the first point of contact, cover callers when people are unavailable, or answer general questions before a transfer.
Plan the agent around your call flow
Decide what the agent should handle, what information it needs, and where unresolved calls should go before you deploy it.
Use it before or after the human queue
Use it for first-line support, after-hours and overflow, or to answer general enquiries before a person picks up.
Start with a focused use case
A narrow brief works better than asking the agent to do everything on day one.
Book a consultation if you want help placing AI in your 3CX workflow.