Category · AI agents
AI agents for customer service
Build your own agents, trained on your knowledge and rules. They hold conversations, look up customer data, trigger workflows and bring in your team where it matters.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
A chatbot that replies "I don't understand your question, please pick one of the options below" is really just a menu with a speech bubble. Ask it where order #8124 is and it can't look anything up; it only knows the snippets someone once typed in. Everything beyond that still lands on a human.
An agent in Cuego is a different species. Put the returns topic on the autonomous level and the agent looks up the order, pulls in your returns policy and emails the customer, all within your limits. Creating the return itself goes past an agent. You build as many as you like: one for sales, one for returns, one for scheduling. Each with its own knowledge, its own tone and a mandate you set.
The situation
Where an ordinary chatbot gets stuck
"Where is my order?" is the most common question and exactly what a chatbot can't handle: it can't look inside your webshop, so it forwards, and it's on you anyway.
The bot has no idea this customer is a loyal one with five previous orders. Without that context every answer is equally blunt, and the customer feels it.
A sales question, a complaint and a technical fault don't belong in the same mould. Yet one rigid bot gets all three, with the same tone and the same limits.
How it works in practice
With that context in place, this is what the next step looks like.
Grasps what's going on
The agent reads who is reaching out and what came before. "It's playing up again" after an earlier complaint means something different from the same line from a new customer, and the agent knows it.
Does the work, not just the talking
Look up an order, check a return window, reschedule an appointment: the agent calls the workflow you configured and actually performs the action. No "please contact our customer service".
Stays within your mandate
You set the line: this it may do itself, here a human must look. When something falls outside its authority, it stops and hands your team a ready-made proposal.
What a Cuego agent can do
Hold real conversations
The agent holds a natural conversation across multiple messages, remembers the context and asks the follow-up question it needs to finish the job.
Consult your knowledge
Trained on your company knowledge, FAQs, policies and procedures. The agent answers from your sources, not from generic assumptions.
Pull live customer data
Through connected systems the agent looks up the right customer, order or appointment and uses those facts in the answer, in real time.
Trigger workflows
Start a return, reschedule an appointment, escalate a ticket: the agent calls the workflow you configured and sets the action in motion.
Decide within boundaries
You set what an agent may do on its own, up to which limit and when it must stop. Within that it decides, beyond it asks for approval.
Bring in your team
On doubt, sensitive matters or beyond its mandate, the agent hands over to a colleague with a summary and a concrete proposal ready to approve.
From context to result
What it delivers
What bringing context and action together means in practice.
You build an agent per topic: sales, returns, scheduling. Each agent has its own knowledge, its own tone and its own mandate, such as settling returns up to a fixed amount on its own. Anything above that amount lands with your team.
Each agent's mandate lives in the settings and can be changed at any time.
One agent per topic
sales, returns and scheduling each get their own knowledge and tone
Mandate in amounts
an agent handles up to a limit itself, above it your team looks on
Editable in settings
the mandate isn't fixed at setup
FAQ
Frequently asked questions
A chatbot returns fixed answers and forwards the rest. A Cuego agent understands the question, consults your knowledge and customer data, performs actions through connected systems and decides within your boundaries. It resolves rather than just logging.
The terms behind this
What the terms on this page actually mean, with the calculation and where they mislead in practice.
AI agent
An AI agent understands a question in plain language, looks up information in your systems and carries out the action behind it. That's something other than a chatbot with choice buttons.
First Contact Resolution
First Contact Resolution is the percentage of questions finished in one go. Of all customer service numbers, this is the one that predicts the most work.
Knowledge base
A knowledge base is the recorded version of what your team knows. Without an owner and a rhythm it's partly wrong within six months.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
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