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AI workflows for customer service.

Answering customer questions and resolving their problems, by email, phone or chat.

Who does this work

Customer service representative
Customer service manager
Customer support specialist

9 workflow templates ready to adapt, and 15 workflows identified.

Updated 12 November 2026

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Examples of the workflows identified

The workflows identified

Marked illustrative: an example of the work, identified, with no workflow template yet.

Assemble a freight shortage claim packetLines up dispatch quantities, scans, bill of lading, proof of delivery, photos and the customer's report for one shipment, listing every gap, without assigning fault.Workflow template Draft a customer reply from approved answersDrafts a reply to a customer message in the company's voice, with every statement and promise traced to approved answers and the facts still to confirm listed.Workflow template Find the themes in customer feedbackGroups a period's tickets, reviews, surveys and other feedback into themes with counts and quotations, and proposes the issues most worth fixing with an owner.Workflow template Follow up low satisfaction scoresLinks each low satisfaction or recommendation score to its case and drafts a follow-up with a suggested owner, plus the trend.Workflow template Plan customer contact for a product recall or correctionGives customer care or service teams a contact plan for an approved recall or product correction: affected customers or units, the approved notice word for word, applicability checks, drafts offering only real remedies and a tracker.Workflow template

Draft a status update on a delayed order or caseDrafts a customer update on a delayed, held or unresolved order or case that separates confirmed facts from open questions and names the next update.Illustrative · not built yet

Summarise a long correspondence file before replyingTurns a long chain of letters and forwarded replies into a source-linked brief of stated positions, recorded events and outstanding requests, so the next reply starts from facts.Illustrative · not built yet

Appointments and reservations

Confirm the next day's appointments against customer repliesWorkflow template

Decide whether to hold a late party's tableIllustrative · not built yet

Follow up a missed appointmentIllustrative · not built yet

Offer released capacity to the waitlistIllustrative · not built yet

Returns, refunds and warranty

Handle a complaint or refund request under policyWorkflow template

Log a warranty request against the closeout fileIllustrative · not built yet

Prepare a return request for a decisionIllustrative · not built yet

Review returns waiting too longIllustrative · not built yet

Workflow templates

Customer feedback themesEach month your support lead sees what customers keep telling you: tickets, disputes, reviews and survey comments grouped into themes with counts and quotations, the three issues most worth fixing with a proposed fix and owner, and a note for customers once a fix ships. A person decides every fix.Workflow template Customer reply draftingEvery customer gets the reply your best person would write. Hand over the customer's message, your tone guide and your approved answers, and get back a draft in your voice where every statement and every promise traces to something you approved. A person on your team reads it, edits it and sends it.Workflow template Customer satisfaction detractor follow-upEvery week your support lead gets each low satisfaction or recommendation score with the ticket behind it: the customer's own words, what went wrong as far as the ticket shows, a suggested owner and a draft message, plus the trend and a warning wherever the numbers are too thin to read. A person sends every message.Workflow template Field issue handoff to engineeringWhen a delivered product misbehaves for a customer, the customer service lead gets one case brief for engineering: the revision and serial references, the symptoms as reported, the photographs supplied, what service has done and the questions still unanswered. It names no cause.Workflow template Freight shortage record packetWhen a receiver reports missing or damaged freight, the claims coordinator gets one packet lining up dispatch quantities, warehouse scans, bill of lading, proof of delivery, photos and the customer report, with each unanswered question listed. It assigns no fault and sends nothing.Workflow template Product recall customer contact planOnce your business has issued a recall, the customer care lead gets the contact plan: affected customers from the order export, the approved notice word for word, drafts that offer only the remedies you run, and a tracker that counts a customer done only when the item is back or repaired.Workflow template Appointment confirmation and no-show follow-upThe front desk gets tomorrow’s bookings from the appointment export with the practice’s approved script or message filled in for each, every reply recorded once staff have called, and today’s no-shows with open slots to offer them. Staff make every call and every diary change.Workflow template Complaint and refund request handlingA customer complains or asks for money back, and whoever handles it gets your policy's answer: the order matched, each condition checked, the amount worked out, any refund set out for a named person to approve, and a reply ready to edit and send.Workflow template Returned unit review briefWhen a failed-unit report or return request arrives, the service coordinator gets one brief tying the customer's report to each unit's shipment record, serial and recorded configuration, with unmatched serials and missing evidence listed. It names no cause.Workflow template

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Where to go next

All of customer support and serviceEvery area of the function, with workflow templates and examples.Map your team in the PlannerPut this work in your plan, with the roles that do it.

Within customer service

Other areas of customer support and service