Let an AI agent answer routine customer service cases by your SOP
Thai delivery and restaurant platform LINE MAN Wongnai says its customer service AI agents follow the support SOP more consistently than human staff and now handle most merchant and rider contacts.
What they did
At a Skooldio talk, the company's CEO described customer service as its first AI agent use case. Agents answer cases according to the company's SOPs, while remaining staff move into quality checks and handling questions the SOP does not cover. The same approach has since been tried on debt collection, rider document collection and merchant sales calls.
What happened
The company says agents met the SOP in 94% of cases versus 74% for people, replied in about 10 seconds versus 12, cost about a quarter as much per case, and saw fewer order cancellations after AI conversations. It says AI now covers 80% of merchant and 88% of rider contacts, and that it reduced customer service headcount by more than 100 through a hiring freeze rather than layoffs.
Keep in mind
Figures come from a talk recap and are not independently checked; the platform behind the agents is not named. The company says sales calls by AI reach only about 60% of human performance so far.
Try it with your agent
Here is the customer service SOP for <your business>: <SOP document>. Act as a first-line support agent for <business name>. For each incoming case, identify which SOP section applies, answer strictly by it, and if the case is not covered or the customer is upset, hand it to a human with a one-line summary. At the end of each day, list cases you escalated and any SOP gaps you found.
Replace the <angle brackets> with your own details.