AI agents for customer service: compare providers

What should the demonstration in customer service show?

A suitable answer is only part of the process. Have the provider show how the agent finds the right customer case, asks for missing details and carries out an agreed action in the target system. Then check the record that was actually saved.

• Appointment: Is the slot still free, and how are changes and double bookings handled?
• Ticket: Which fields are written, and how does the team recognise the processing status?
• Customer identity: What information may the agent disclose without additional verification?
• Handover: Does the employee receive the conversation context, sources and actions already carried out?

A telephone agent and written service need different tests

For telephony, interruptions, unclear names, telephone numbers and timely forwarding belong in the demonstration. For written enquiries, attachments, changing conversation contexts and the handling of contradictory details also matter. A productive pilot should reflect your actual channels and the usual distribution of your cases.

Compare the costs on the basis of the same process. Conversation minutes, successful completions, model usage and platform licences can be different bases for billing. Follow-up questions and handovers also cause effort.