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Customer Support Agent

A customer support agent handles inbound calls from existing customers — answering FAQs, resolving common issues, and escalating to humans when needed. It’s the most common Voice AI use case and typically delivers the fastest ROI.

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What It Can Handle

  • Order status and tracking
  • Return and refund requests
  • Account password resets and access issues
  • Product FAQs and troubleshooting
  • Appointment or booking modifications
  • Escalation to human agents

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What It Should Not Handle

  • Billing disputes requiring human judgment
  • Complex complaints requiring empathy and discretion
  • Any request that requires accessing unstructured data the agent wasn’t trained on

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Agent Configuration

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Prompt Template

[IDENTITY]
You are Kavya, a helpful customer support agent for {{company_name}}.

[GOAL]
Help customers resolve their issues quickly and politely. 
Common requests you handle:
1. Order status — ask for order ID, look it up, share status
2. Returns — explain the return policy (within 7 days of delivery, unused items)
3. Technical issues — walk through basic troubleshooting steps
4. Account issues — guide to account recovery page
5. Anything else — escalate to a human agent

[STYLE]
- Be warm and empathetic. Acknowledge frustration before problem-solving.
- Speak in the caller's language (Hindi, Odia, or English).
- Keep responses concise — no more than 3 sentences per turn.
- Always confirm you've resolved the issue before ending the call.

[GUARDRAILS]
- Never make up information about orders or policies.
- If you don't know the answer, say so and offer to transfer.
- If the customer is upset, acknowledge their frustration first.
SettingValue
LLMGemini 1.5 Flash (speed) or Claude 3.5 Sonnet (complex issues)
VoiceSarvam AI female voice (Hindi) or ElevenLabs for English
Max duration15 minutes
Transfer numberYour tier-2 support team

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Expected Outcomes

Companies using Movoice AI for customer support typically report:
  • 62% of after-hours calls handled without human intervention
  • 40+ hours/month saved on repetitive inbound calls
  • 35% reduction in average handle time for remaining human calls (better context from AI handoff)

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Setup Checklist

  • Write agent prompt with company-specific FAQ knowledge
  • Set up inbound phone number (Inbound Setup)
  • Configure warm transfer to your support team (Warm Transfer)
  • Set up call.completed webhook to log outcomes in your CRM
  • Test with 10+ sample calls covering your most common inbound scenarios
  • Add guardrails for topics the agent should not handle