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For customer service leaders · Customer experience

Every request handled, at any hour.
Your agents on the cases that count.

Level 1 and 2 requests, email sorted and routed, complaints prepared with the full customer record. The agent handles the volume, your team keeps goodwill decisions and the customers who need to be heard.

Discuss my use case →See the 3 use cases →
50%
of cases expected to be AI-handled by 2027 (Salesforce, 2025)
−20%
time on routine cases for AI-assisted reps (Salesforce, 2025)
85%
of CX leaders: no first-contact fix, customers leave (Zendesk, 2026)
82%
of leaders invested in support AI (Intercom, 2026)
50%of cases expected to be AI-handled by 2027 (Salesforce, 2025)
−20%time on routine cases for AI-assisted reps (Salesforce, 2025)
85%of CX leaders: no first-contact fix, customers leave (Zendesk, 2026)
82%of leaders invested in support AI (Intercom, 2026)
50%of cases expected to be AI-handled by 2027 (Salesforce, 2025)
−20%time on routine cases for AI-assisted reps (Salesforce, 2025)
85%of CX leaders: no first-contact fix, customers leave (Zendesk, 2026)
82%of leaders invested in support AI (Intercom, 2026)
Definition

An AI agent for customer service is a Claude agent that handles request volume: level 1 and 2 answers, email triage and routing, complaint handling, knowledge base upkeep. It works from your ticketing tool, CRM and procedures through the MCP protocol, while goodwill decisions and sensitive cases stay human, in line with LOOP™ governance.

3 priority use cases

What your peers are deploying. What you can deploy.

Each use case below is operational in organizations similar to yours. Quantified business case available on request.

Transformation
L1/L2 customer request agent
Medium complexityAvailable 24/7≈55% of time in the Green Zone
The agent qualifies and routes each request, finds the customer record and the right answer in your knowledge base, then drafts the reply. It is a widespread use case: high volume, framed answers, clear escalation. Prerequisites: a ticketing tool and a knowledge base.
LOOP™ Governance : Green Zone: qualification, routing and finding the right answer. Orange Zone: replies on sensitive topics reviewed before sending. Red Zone: goodwill gestures and sensitive cases decided by an agent.
Quick Win
Email triage and routing agent
Low complexityShared inboxes≈90% of time in the Green Zone
The agent reads every email in your shared inboxes, classifies it, extracts the key details (order number, contract, reason) and routes it to the right team. A simple first agent to set up. Prerequisites: your shared inboxes.
LOOP™ Governance : Green Zone: reading, classifying, extracting and routing. Orange Zone: ambiguous emails are settled by a team member. Red Zone: a cancellation, formal notice or dispute spotted during triage goes straight to an agent, with no automated reply.
Transformation
Complaints agent
Medium complexityFull customer record≈50% of time in the Green Zone
The agent qualifies the complaint, rebuilds the customer record (orders, exchanges, history) and proposes a reply and a gesture in line with your policy. The aim: faster, more consistent answers. Prerequisites: customer history and your goodwill policy.
LOOP™ Governance : Green Zone: qualification and rebuilding the record. Orange Zone: proposed reply and gesture reviewed by an agent. Red Zone: the goodwill decision stays human.
What would these processes be worth to you? Cost them with your own numbers.Calculate the ROI →
Live demos

See these agents in action

Customer Agent Suite
Customer requests resolved across channels, sensitive cases passed to a human advisor.
View the demo →
Insurance Claims Agent
Claims processed and suspicious files flagged, while the adjuster decides.
View the demo →
Agents by process

A Claude agent for each process

A Claude agent for your sales orders
The agent reads orders received by email, PDF or portal, checks them and enters them in your ERP. Orders that break a rule go to your order desk with their context.
See the process →
A Claude agent for insurance claims
The agent opens the file, checks the documents, tests the claim against the policy’s cover and prepares a proposal. The claims handler decides on settlement.
See the process →
Related solutions

Two programs built for you.

Starting pointClaude Ignite

A structured sprint to identify your 3 best customer service AI use cases and build the quantified business case.

Start with an Ignite →
DeploymentClaude Ops

Koneetiv's method for putting a customer service agent into production, connected to your ticketing tool and CRM.

Discover Claude Ops →
Starting point
Claude Ignite
A structured sprint to identify your 3 best customer service AI use cases and build the quantified business case.
Start with an Ignite →
Deployment
Claude Ops
Koneetiv's method for putting a customer service agent into production, connected to your ticketing tool and CRM.
Discover Claude Ops →
What we hear

What customer service leaders tell us.

“Half of my team's day goes on requests that always get the same answer and on sorting email. Meanwhile, the customers who are really unhappy wait. What we want is for the simple requests to sort themselves out, so the team finally has time for the others.”
Composite verbatim · drawn from what customer service leaders tell us
Recommended journeys

Which entry points activate for this function?

Claude Work · Entry point 3
Claude Work
Everyday Claude adoption for drafting, summarising a case and finding an answer.
Discover →
Claude Ops · Entry point 2
Claude Ops
Industrialise your customer request, email triage and complaints agents.
Discover →
Other functions

AI transforms every function.

Sales
Lead qualification, meeting notes and an up-to-date CRM, run by governed agents.
Discover →
Operations
Inbound documents, order tracking and non-conformities handled under LOOP™.
Discover →
Marketing
Product content, campaigns and customer reviews produced and analysed at scale.
Discover →
Level up with Koneetiv Academy training programsSee how Claude Work equips your customer service team every day
Frequently asked questions

AI agents for customer service: your questions.

Which AI agents for a customer service team?
Claude agents handle level 1 and 2 requests, triage and route inbound email, process complaints and keep the support knowledge base current. They connect to your ticketing tool, CRM and documentation through the MCP protocol.
Does the agent answer customers on its own?
On standard, documented requests it can. As soon as an answer commits the company (a goodwill gesture, a dispute, a sensitive account), it goes to human review or stays an agent's decision: those are the LOOP™ orange and red zones.
How do we keep the knowledge base up to date?
The agent spots questions with no good answer, drafts new articles from resolved tickets and flags outdated content. Your team approves before publishing, so the base grows with every request instead of going stale.
What about customers' personal data?
Data is processed under your access controls, every agent action is logged, and usage is aligned with GDPR and the EU AI Act. The agent only reaches the records the current request needs.
What return can customer service expect?
Faster responses, consistent answers, and agents refocused on the cases that need listening and judgement. Koneetiv sets the KPIs during scoping (response time, resolution rate, satisfaction) and tracks them over time.
Where do we start?
With a Claude Ignite scoping. Inbound email triage is often the first agent: simple to set up, it paves the way for L1/L2 requests and complaints, under LOOP™ governance.
Let's take action

Let's talk about your case.
30 minutes is all it takes.

We start from your context, your processes, your constraints. We identify the fastest use case to deploy and the ROI you can defend to your Comex.

Book a call →
Not sure about the right use case yet?
Start with a Claude Ignite