Customer Service Automation

service: ecommerce-support-automation
channels:
  - type: chat
    widget:
      position: bottom-right
      theme: brand-colors
      welcomeMessage: 'Hi! How can I help you today?'
      proactive:
        enabled: true
        triggers:
          - condition: 'timeOnPage > 30 && !chatStarted'
            message: 'Need help finding something?'
          - condition: 'cartValue > 100 && abandonmentRisk > 0.7'
            message: 'I can help you complete your order!'
  - type: email
    address: [email protected]
    autoReply: true
    responseTime: '< 1 hour'
  - type: sms
    number: '+1-415-555-1234'
    keywords:
      ORDER: check-order-status
      RETURN: start-return-process
      HELP: general-support
classification:
  categories:
    - name: order-status
      keywords: [order, tracking, shipping, delivery, where is]
      confidence: 0.8
      autoResolve: true
    - name: returns
      keywords: [return, refund, exchange, damaged, wrong item]
      confidence: 0.7
      requiresHuman: conditional
    - name: product-questions
      keywords: [size, color, available, stock, dimensions]
      confidence: 0.85
      autoResolve: true
    - name: payment-issues
      keywords: [payment, charge, credit card, declined]
      confidence: 0.9
      requiresHuman: true
      urgent: true
    - name: account-management
      keywords: [password, login, account, email, profile]
      confidence: 0.95
      autoResolve: true
  sentiment:
    enabled: true
    escalateNegative: true
    threshold: -0.6
  vip:
    enabled: true
    criteria:
      - lifetimeValue > 10000
      - loyaltyTier: platinum
    priorityLevel: high
autoResponse:
  orderStatus:
    enabled: true
    workflow:
      - action: extractOrderNumber
        source: [email, phone, accountId]
      - action: fetchOrderStatus
        api: orders-api
      - action: respondWithStatus
        template: order-status-template
        includeTrackingLink: true
  returns:
    enabled: true
    workflow:
      - action: verifyEligibility
        checks:
          - withinReturnWindow: 30 days
          - itemReturnable: true
      - action: generateReturnLabel
        provider: shippo
      - action: createReturnTicket
        system: order-management
      - action: sendReturnInstructions
        template: return-instructions
        includeLabel: true
  productQuestions:
    enabled: true
    knowledgeBase:
      source: product-catalog
      includeReviews: true
      includeSimilarProducts: true
  accountManagement:
    passwordReset:
      enabled: true
      method: email-link
      expiration: 1h
    profileUpdate:
      enabled: true
      allowedFields: [email, phone, address]
chatbot:
  engine: gpt-4
  personality: friendly-helpful
  fallbackToHuman:
    triggers:
      - confidence < 0.7
      - sentiment < -0.5
      - customerRequest: true
      - attempts > 3
  integrations:
    - system: shopify
      actions: [check-order, initiate-return, update-address]
    - system: stripe
      actions: [refund, update-payment-method]
    - system: zendesk
      actions: [create-ticket, search-kb]
escalation:
  sla:
    urgent: 1h
    high: 4h
    normal: 24h
    low: 48h
  routing:
    - condition: category == 'payment-issues'
      team: payments-team
      priority: high
    - condition: vip == true
      team: vip-support
      priority: high
    - condition: sentiment < -0.6
      team: senior-support
      priority: urgent
  businessHours:
    timezone: America/Los_Angeles
    schedule:
      monday-friday: '9:00-17:00'
      saturday: '10:00-14:00'
      sunday: closed
    outsideHours:
      action: auto-respond
      message: "We'll respond within 1 business hour"
      escalateUrgent: true
analytics:
  metrics:
    - resolutionRate
    - averageResponseTime
    - customerSatisfaction
    - automationRate
    - costPerTicket
    - agentProductivity
  reporting:
    frequency: daily
    recipients: [support-managers, ops-team]

// Customer starts chat on website
// Customer: "Where is my order? #12345"

// Service automatically:
// 1. Classifies as "order-status" (confidence: 0.92)
// 2. Extracts order number: "12345"
// 3. Fetches order status from Shopify
// 4. Generates personalized response

// Bot response:
// "Your order #12345 is currently in transit!
//  It shipped on Oct 25 and is expected to arrive by Oct 29.
//  Track it here: [tracking link]
//  Carrier: USPS, Tracking: 9400123456789"

// Customer: "It's late and I need it for this weekend!"

// Service automatically:
// 1. Detects negative sentiment (-0.7)
// 2. Recognizes urgency
// 3. Escalates to human agent
// 4. Provides agent with full context

// Agent receives:
// Context:
// - Customer: Jane Doe (VIP - Lifetime value: $12,450)
// - Order: #12345, Total: $299.99
// - Issue: Shipping delay, customer needs by weekend
// - Sentiment: Frustrated (-0.7)
// - History: 15 previous orders, 2 returns
// Suggested actions:
// - Expedite shipping to overnight
// - Apply 20% discount for inconvenience
// - Follow up with tracking update

// Customer sends email
// Subject: "Return request"
// Body: "I'd like to return the blue sweater from order #12346"

// Service automatically:
// 1. Classifies as "returns" (confidence: 0.89)
// 2. Extracts order number: "12346"
// 3. Verifies return eligibility (within 30 days: ✓)
// 4. Generates return label
// 5. Creates return ticket in order system
// 6. Sends automated response with instructions

// Automated email response:
// "We've processed your return request for order #12346.
//  Return label: [PDF attachment]
//  Instructions:
//  1. Print the attached label
//  2. Package the item securely
//  3. Drop off at any USPS location
//  Your refund will be processed within 5-7 business days after we receive the item.
//  Ticket #: RET-2024-5678"

// Query automation metrics
const metrics = await services.support.getMetrics({
  timeRange: 'last-30-days',
})
console.log(metrics)
// {
//   totalTickets: 15234,
//   autoResolved: 10892, // 71.5%
//   escalatedToHuman: 4342, // 28.5%
//   avgResolutionTime: {
//     automated: 45, // seconds
//     human: 3600, // 1 hour
//     overall: 1234 // ~20 minutes
//   },
//   csat: 4.7, // out of 5
//   automationRate: 0.715,
//   costPerTicket: {
//     automated: 0.50,
//     human: 12.00,
//     blended: 3.85
//   },
//   byCategory: {
//     'order-status': { total: 6234, autoResolved: 6198, rate: 0.994 },
//     'returns': { total: 3456, autoResolved: 2987, rate: 0.864 },
//     'product-questions': { total: 2345, autoResolved: 2201, rate: 0.939 },
//     'payment-issues': { total: 1234, autoResolved: 234, rate: 0.190 },
//     'account-management': { total: 1965, autoResolved: 1272, rate: 0.647 }
//   }
// }

// Real-time bot conversation
const conversation = await services.support.chat.send({
  customerId: 'cus_123',
  message: 'Can I change my shipping address for order #12347?',
  context: {
    currentPage: '/checkout',
    cartValue: 149.99,
  },
})

// Bot automatically:
// 1. Verifies order hasn't shipped yet
// 2. Authenticates customer
// 3. Updates shipping address
// 4. Confirms change

console.log(conversation.response)
// {
//   message: "I can help you update the shipping address! Your order #12347 hasn't shipped yet, so we can change it. What's the new address?",
//   confidence: 0.94,
//   actions: ['update-address-form'],
//   nextSteps: ['collect-address', 'verify-address', 'update-order']
// }

{
  "service": "saas-support-automation",
  "channels": [
    {
      "type": "in-app-chat",
      "integration": "intercom",
      "context": {
        "userRole": true,
        "accountPlan": true,
        "featureUsage": true,
        "recentActions": true
      }
    },
    {
      "type": "email",
      "address": "[email protected]",
      "threadTracking": true
    },
    {
      "type": "slack",
      "integration": "enterprise-customers",
      "sharedChannels": true
    }
  ],
  "classification": {
    "technical": {
      "categories": [
        {
          "name": "bug-report",
          "keywords": ["error", "broken", "not working", "bug", "issue"],
          "requiresContext": ["errorLogs", "browserInfo", "steps"],
          "priority": "high",
          "assignTo": "engineering"
        },
        {
          "name": "feature-request",
          "keywords": ["add", "feature", "enhancement", "would be nice"],
          "priority": "normal",
          "assignTo": "product"
        },
        {
          "name": "how-to",
          "keywords": ["how", "tutorial", "guide", "documentation"],
          "autoResolve": true,
          "knowledgeBase": true
        },
        {
          "name": "api-integration",
          "keywords": ["api", "integration", "webhook", "authentication"],
          "requiresContext": ["apiLogs", "requestDetails"],
          "assignTo": "api-support"
        },
        {
          "name": "performance",
          "keywords": ["slow", "timeout", "loading", "performance"],
          "requiresContext": ["performanceMetrics", "requestTiming"],
          "priority": "high"
        }
      ]
    },
    "business": {
      "categories": [
        {
          "name": "billing",
          "keywords": ["invoice", "billing", "payment", "subscription"],
          "priority": "high",
          "assignTo": "billing-team"
        },
        {
          "name": "account-management",
          "keywords": ["upgrade", "downgrade", "plan", "seats", "users"],
          "requiresAuth": true,
          "assignTo": "account-management"
        }
      ]
    }
  },
  "autoResponse": {
    "howTo": {
      "enabled": true,
      "knowledgeBase": {
        "source": "intercom-articles",
        "vectorSearch": true,
        "semanticMatching": true,
        "includeVideos": true
      },
      "response": {
        "format": "step-by-step",
        "includeScreenshots": true,
        "includeRelatedArticles": 3
      }
    },
    "bugReport": {
      "enabled": true,
      "workflow": [
        {
          "action": "collectDiagnostics",
          "items": ["errorLogs", "browserInfo", "accountInfo", "recentActions"]
        },
        {
          "action": "searchKnownIssues",
          "source": "github-issues",
          "matchBy": ["errorMessage", "stackTrace"]
        },
        {
          "action": "applyWorkaround",
          "condition": "knownIssue && workaroundAvailable"
        },
        {
          "action": "createJiraTicket",
          "condition": "!knownIssue || !workaroundAvailable",
          "assignTo": "engineering",
          "priority": "calculatePriority(severity, affectedUsers)"
        },
        {
          "action": "respondToCustomer",
          "template": "bug-report-received",
          "includeWorkaround": true,
          "includeETA": true
        }
      ]
    },
    "apiIntegration": {
      "enabled": true,
      "workflow": [
        {
          "action": "validateRequest",
          "check": ["authentication", "apiVersion", "requestFormat"]
        },
        {
          "action": "diagnoseIssue",
          "checks": {
            "authentication": "validate API key",
            "rateLimit": "check quota",
            "requestFormat": "validate against OpenAPI spec",
            "endpointAvailability": "check service status"
          }
        },
        {
          "action": "suggestFix",
          "basedOn": "diagnosisResult"
        },
        {
          "action": "provideExample",
          "language": "auto-detect",
          "includeCodeSamples": true
        }
      ]
    },
    "performance": {
      "enabled": true,
      "workflow": [
        {
          "action": "fetchMetrics",
          "sources": ["datadog", "newrelic"],
          "timeRange": "last-30m"
        },
        {
          "action": "correlateWithIncidents",
          "source": "statuspage"
        },
        {
          "action": "analyzeUserPattern",
          "checks": ["queryComplexity", "dataVolume", "concurrent Requests"]
        },
        {
          "action": "suggestOptimizations",
          "basedOn": "analysisResults"
        }
      ]
    }
  },
  "chatbot": {
    "engine": "claude-sonnet-4.5",
    "systemPrompt": "You are a technical support assistant for AcmeApp. Be concise, technical when needed, and always provide actionable solutions. If you don't know something, admit it and escalate to a human.",
    "tools": [
      {
        "name": "search_documentation",
        "description": "Search knowledge base and documentation"
      },
      {
        "name": "check_service_status",
        "description": "Check if there are any ongoing incidents"
      },
      {
        "name": "get_account_info",
        "description": "Fetch customer account details"
      },
      {
        "name": "create_support_ticket",
        "description": "Create a ticket for human review"
      }
    ],
    "contextWindow": 20,
    "temperature": 0.3
  },
  "escalation": {
    "triggers": [
      {
        "condition": "category == 'bug-report' && severity == 'critical'",
        "action": "immediate-escalation",
        "notify": ["engineering-oncall", "support-manager"],
        "sla": "15m"
      },
      {
        "condition": "accountPlan == 'enterprise' && responseTime > 2h",
        "action": "escalate-to-csm",
        "notify": ["csm", "vp-customer-success"]
      },
      {
        "condition": "sentiment < -0.7 || churnRisk > 0.8",
        "action": "immediate-escalation",
        "notify": ["senior-support", "account-manager"]
      },
      {
        "condition": "botConfidence < 0.6 && attempts > 2",
        "action": "handoff-to-human",
        "preserveContext": true
      }
    ],
    "sla": {
      "enterprise": {
        "critical": "30m",
        "high": "2h",
        "normal": "8h"
      },
      "professional": {
        "critical": "2h",
        "high": "8h",
        "normal": "24h"
      },
      "starter": {
        "normal": "48h"
      }
    }
  },
  "integrations": {
    "jira": {
      "project": "SUPPORT",
      "autoCreateTickets": true,
      "syncStatus": true
    },
    "github": {
      "searchIssues": true,
      "createIssues": true,
      "labelMapping": {
        "bug-report": "bug",
        "feature-request": "enhancement"
      }
    },
    "datadog": {
      "fetchMetrics": true,
      "correlateErrors": true
    },
    "stripe": {
      "fetchSubscription": true,
      "updatePaymentMethod": false
    }
  },
  "analytics": {
    "customMetrics": [
      {
        "name": "time-to-first-response",
        "target": "< 5m"
      },
      {
        "name": "documentation-effectiveness",
        "calculation": "resolved-by-kb / total-kb-suggestions"
      },
      {
        "name": "bot-accuracy",
        "calculation": "correct-responses / total-responses"
      }
    ],
    "dashboards": ["support-overview", "automation-effectiveness", "escalation-analysis"]
  }
}

// Customer reports bug in-app
// Customer: "I'm getting a 500 error when trying to export my data"

// Service automatically:
// 1. Classifies as "bug-report" (confidence: 0.91)
// 2. Collects diagnostics:
//    - Error logs from last 5 minutes
//    - Browser: Chrome 119, OS: macOS 14.0
//    - Account: Enterprise plan
//    - Recent actions: Clicked export, selected date range
// 3. Searches known issues in GitHub
// 4. Finds matching issue #2345 with workaround
// 5. Creates Jira ticket (auto-linked to GitHub issue)

// Bot response:
// "I'm sorry you're experiencing this error. I've found a known issue that matches your problem.
//
//  Workaround: Try exporting a smaller date range (< 30 days). Our engineering team is working on a fix (ETA: next week).
//
//  I've created ticket SUPPORT-5678 to track this for you. Would you like me to notify you when it's fixed?"

// Engineering resolves the issue
await services.support.updateTicket({
  ticketId: 'SUPPORT-5678',
  status: 'resolved',
  resolution: 'Fixed in v2.15.0',
  deployedAt: '2024-10-28T10:00:00Z',
})

// Service automatically:
// 1. Notifies customer of resolution
// 2. Follows up after 24 hours to confirm fix
// 3. Closes ticket if customer confirms

// Customer asks API question via email
// "How do I authenticate my API requests?"

// Service automatically:
// 1. Classifies as "api-integration" (confidence: 0.95)
// 2. Searches documentation
// 3. Finds relevant API docs
// 4. Generates personalized response with code examples

// Automated email response:
// "To authenticate your API requests, use Bearer authentication with your API key:
//
//  curl -H 'Authorization: Bearer YOUR_API_KEY' \
//       https://api.acmeapp.com/v1/data
//
//  Your API key can be found in Settings → API → Keys.
//
//  Related documentation:
//  - API Authentication Guide: [link]
//  - Rate Limits: [link]
//  - Error Handling: [link]
//
//  Need help with a specific use case? Just reply to this email!"

// Query bot effectiveness
const botMetrics = await services.support.getBotMetrics({
  timeRange: 'last-30-days',
})
console.log(botMetrics)
// {
//   conversations: 8234,
//   resolved: 5892, // 71.6%
//   escalated: 2342, // 28.4%
//   avgConfidence: 0.847,
//   accuracy: 0.923, // based on customer feedback
//   avgResolutionTime: 127, // seconds
//   topIntents: [
//     { intent: 'how-to', count: 3456, resolved: 3312, rate: 0.958 },
//     { intent: 'bug-report', count: 1892, resolved: 892, rate: 0.471 },
//     { intent: 'api-integration', count: 1234, resolved: 1098, rate: 0.890 },
//     { intent: 'billing', count: 892, resolved: 234, rate: 0.262 },
//     { intent: 'performance', count: 760, resolved: 356, rate: 0.468 }
//   ],
//   toolUsage: {
//     'search_documentation': 6234,
//     'check_service_status': 892,
//     'get_account_info': 1234,
//     'create_support_ticket': 2342
//   },
//   customerSatisfaction: 4.6
// }

// Proactive support based on usage patterns
services.support.on('pattern-detected', async (event) => {
  if (event.pattern === 'repeated-error' && event.count > 5) {
    // Proactively reach out to customer
    await services.support.chat.send({
      customerId: event.customerId,
      message: `I noticed you're experiencing repeated errors with ${event.feature}. Can I help troubleshoot this?`,
      proactive: true,
      context: event,
    })
  }
})

service: fintech-support-automation
compliance:
  enabled: true
  standards: [PCI-DSS, SOC2, GDPR]
  recordingRequired: true
  retentionPeriod: 7-years
  encryption: AES-256
channels:
  - type: secure-chat
    encryption: end-to-end
    authentication: 2fa-required
  - type: phone
    recording: always
    transcription: real-time
  - type: email
    encryption: PGP
    dlp: enabled
classification:
  financial:
    - name: fraud-report
      keywords: [fraud, unauthorized, stolen, suspicious]
      priority: critical
      sla: 15m
      escalateTo: fraud-team
      alertSecurity: true
    - name: account-access
      keywords: [locked, password, login, cant access]
      authentication: strict
      knowledgeBase: false
      requireHuman: true
    - name: transaction-dispute
      keywords: [dispute, charge, refund, incorrect]
      requireDocumentation: true
      complianceReview: true
    - name: balance-inquiry
      keywords: [balance, account, statement, transactions]
      autoResolve: true
      authenticationRequired: true
    - name: payment-issue
      keywords: [payment, transfer, wire, failed]
      priority: high
      requireVerification: true
autoResponse:
  balanceInquiry:
    enabled: true
    authentication:
      methods: [sms-otp, email-otp, authenticator-app]
      required: true
    workflow:
      - action: verify-identity
        methods: [security-questions, biometric, 2fa]
      - action: fetch-account-data
        api: core-banking
        dataClassification: PII
      - action: format-response
        mask: [account-number, ssn]
        includeRecent: 5-transactions
      - action: log-access
        auditLog: true
        retentionPeriod: 7-years
  transactionDispute:
    enabled: false
    requireHuman: true
    workflow:
      - action: collect-details
        required: [transaction-id, dispute-reason, date, amount]
      - action: verify-transaction
        api: transaction-api
      - action: create-case
        system: case-management
        assignTo: disputes-team
      - action: acknowledge-receipt
        sla: provide-update-within-10-business-days
chatbot:
  engine: claude-sonnet-4.5
  compliance:
    noPII: true
    noFinancialAdvice: true
    disclaimers: always-show
    approved Responses: required
  personality: professional-empathetic
  limitations:
    - no-account-changes
    - no-transaction-execution
    - no-financial-advice
    - verification-required-for-sensitive-data
  handoff:
    triggers:
      - sensitive-request
      - compliance-concern
      - customer-request
      - confidence-threshold: 0.9
escalation:
  fraud:
    immediate: true
    notify: [fraud-team, security-team, compliance]
    freeze-account: conditional
    law-enforcement: conditional
  disputes:
    sla: 10-business-days
    complianceReview: required
    documentation: required
  technical:
    sla: 4h-business-hours
    route-to: technical-support
monitoring:
  compliance:
    pci-dss:
      - no-card-numbers-in-chat
      - no-cvv-ever
      - encrypted-storage
      - access-logging
    gdpr:
      - right-to-erasure
      - data-portability
      - consent-tracking
  fraud-detection:
    anomalies: true
    patterns: true
    real-time-alerts: true

// Customer reports unauthorized transaction
// Customer: "I see a $500 charge I didn't make!"

// Service automatically:
// 1. Classifies as "fraud-report" (confidence: 0.96)
// 2. Priority: CRITICAL
// 3. Immediately escalates to fraud team
// 4. Alerts security team
// 5. Begins fraud investigation workflow

// Bot response (immediate):
// "I understand this is concerning. I've immediately escalated this to our fraud investigation team.
//  For your security:
//  1. I've temporarily locked your card
//  2. A fraud specialist will call you within 15 minutes at [masked phone]
//  3. Do NOT share your card details, PIN, or password with anyone
//
//  Case #: FRAUD-2024-5678
//  Expected resolution: 1-3 business days"

// Fraud team receives:
// Case: FRAUD-2024-5678
// Customer: [PII masked in initial alert]
// Transaction: $500 at "OnlineStore.com" on 2024-10-27 14:32:18 PST
// Customer location at time: San Francisco, CA
// Card used: Last 4 digits 1234
// Merchant location: Nevada (IP: Las Vegas)
// Previous fraud: None
// Account age: 5 years
// Typical spending: $200-500/month
// Risk score: 0.87 (HIGH)

// Customer checks balance
// Customer: "What's my current balance?"

// Service automatically:
// 1. Classifies as "balance-inquiry"
// 2. Requires authentication
// 3. Sends SMS OTP

// Bot response:
// "I can help you check your balance. For security, I'll need to verify your identity.
//  I've sent a code to your phone ending in **34. Please enter it here."

// After authentication:
// Bot response:
// "Account ending in **56:
//  Available Balance: $2,450.32
//  Current Balance: $2,450.32
//
//  Recent transactions:
//  - Oct 27: Grocery Store - $45.67
//  - Oct 26: Gas Station - $52.00
//  - Oct 25: Restaurant - $89.50
//  - Oct 24: Online Shopping - $234.99
//  - Oct 23: Electric Bill - $120.00
//
//  Would you like to see more details or download a statement?"

// All interactions logged for compliance
const auditLog = await services.support.getAuditLog({
  customerId: 'cus_123',
  timeRange: 'last-90-days',
  includeType: ['balance-inquiry', 'transaction-dispute', 'fraud-report'],
})
console.log(auditLog)
// {
//   entries: [
//     {
//       timestamp: '2024-10-27T14:35:00Z',
//       type: 'fraud-report',
//       caseId: 'FRAUD-2024-5678',
//       agent: 'bot',
//       action: 'escalated-to-fraud-team',
//       piiAccessed: false,
//       encrypted: true,
//       retentionExpires: '2031-10-27'
//     },
//     {
//       timestamp: '2024-10-27T14:32:00Z',
//       type: 'balance-inquiry',
//       agent: 'bot',
//       authenticationMethod: 'sms-otp',
//       action: 'provided-balance',
//       piiAccessed: true,
//       dataAccessed: ['account-balance', 'recent-transactions'],
//       encrypted: true,
//       retentionExpires: '2031-10-27'
//     }
//   ],
//   complianceStatus: 'compliant',
//   violations: []
// }

// Compliance reporting
const complianceReport = await services.support.getComplianceReport({
  period: '2024-Q3',
  standards: ['PCI-DSS', 'SOC2', 'GDPR'],
})
console.log(complianceReport)
// {
//   period: '2024-Q3',
//   totalInteractions: 45678,
//   complianceChecks: {
//     'PCI-DSS': {
//       compliant: true,
//       violations: 0,
//       checks: [
//         'No card numbers in chat: PASS',
//         'No CVV storage: PASS',
//         'Encrypted storage: PASS',
//         'Access logging: PASS'
//       ]
//     },
//     'GDPR': {
//       compliant: true,
//       violations: 0,
//       rightsRequests: {
//         'right-to-erasure': 12,
//         'data-portability': 8,
//         'access-request': 45
//       },
//       avgResponseTime: '15 days (target: 30 days)'
//     }
//   },
//   fraudCases: 23,
//   fraudResolved: 21,
//   fraudPending: 2,
//   avgFraudResolutionTime: '2.3 days',
//   customerSatisfaction: 4.8
// }

Auto-Resolved Tickets:
- Tier 1 (0 - 1K tickets/month):      $0.50 per ticket = $500
- Tier 2 (1K - 10K tickets/month):    $0.30 per ticket = $3,000
- Tier 3 (10K - 100K tickets/month):  $0.15 per ticket = $15,000
- Tier 4 (100K+ tickets/month):       $0.10 per ticket

Human-Assisted Tickets:
- Tier 1 (0 - 1K tickets/month):      $2.00 per ticket = $2,000
- Tier 2 (1K - 10K tickets/month):    $1.50 per ticket = $15,000
- Tier 3 (10K+ tickets/month):        $1.00 per ticket

Blended pricing based on automation rate

Chat Conversations:
- Basic bot (GPT-3.5):        $0.05 per conversation
- Advanced bot (GPT-4):       $0.15 per conversation
- Custom fine-tuned model:    $0.25 per conversation

Email Conversations:
- Auto-response:              $0.10 per thread
- AI-assisted:                $0.30 per thread

Phone/Voice:
- IVR only:                   $0.50 per call
- Voice bot:                  $1.00 per call
- Transcription + AI:         $1.50 per call

Starter:
- $500/month base
- 1,000 auto-resolved tickets included
- 500 human-assisted tickets included
- Basic chat bot
- Email support
- 99.5% SLA
- Overage: $0.50/ticket (auto), $2/ticket (human)

Professional:
- $2,000/month base
- 10,000 auto-resolved tickets included
- 2,000 human-assisted tickets included
- Advanced AI (GPT-4)
- Multi-channel (chat, email, SMS)
- Advanced routing and escalation
- 99.9% SLA
- Overage: $0.30/ticket (auto), $1.50/ticket (human)

Enterprise:
- $10,000/month base
- 100,000 auto-resolved tickets included
- 10,000 human-assisted tickets included
- Custom AI models
- All channels including voice
- Advanced analytics
- Custom integrations
- 99.95% SLA
- Dedicated support
- Overage: $0.10/ticket (auto), $1/ticket (human)

Advanced AI Models (GPT-4, Claude):   +$1,000/month
Voice Bot:                            +$2,000/month
Sentiment Analysis:                   +$500/month
Multi-language (5+ languages):        +$1,000/month
Custom Integrations:                  +$2,000 one-time + $500/month
Advanced Analytics:                   +$500/month
Dedicated Support:                    +$2,000/month
Custom AI Model Training:             +$10,000 one-time
White-label:                          +$3,000/month
Compliance Package (HIPAA/PCI):       +$5,000/month

Agent Seat with AI Assistance:
- $49/month per agent
- Unlimited AI-only conversations
- AI suggested responses
- Auto-summarization
- Sentiment alerts

Agent Seat with Advanced AI:
- $99/month per agent
- All basic features
- AI co-pilot (real-time suggestions)
- Automatic ticket classification
- Predictive escalation
- Knowledge base auto-updates

AI-Only (No Human Agents):
- $500/month base
- 5,000 conversations included
- Additional: $0.10 per conversation

// Collect training data from conversations
services.support.on('conversation-completed', async (conversation) => {
  if (conversation.resolution === 'successful') {
    await services.support.training.addExample({
      intent: conversation.intent,
      userMessage: conversation.messages[0],
      botResponse: conversation.resolution.response,
      feedback: 'positive',
    })
  } else if (conversation.escalated) {
    await services.support.training.addExample({
      intent: conversation.intent,
      userMessage: conversation.messages[0],
      feedback: 'needs-improvement',
      reason: conversation.escalationReason,
    })
  }
})

// Regularly retrain model
await services.support.training.retrain({
  schedule: 'weekly',
  minExamples: 100,
  validationSplit: 0.2,
})

// Monitor automation effectiveness
const effectiveness = await services.support.getEffectiveness({
  timeRange: 'last-7-days',
  metrics: ['automation-rate', 'resolution-accuracy', 'customer-satisfaction', 'escalation-rate', 'avg-handle-time'],
})

// Alert on degrading performance
if (effectiveness.automationRate < 0.6) {
  alerting.send({
    severity: 'warning',
    message: `Automation rate dropped to ${effectiveness.automationRate * 100}%`,
    action: 'Review recent escalations and update bot training',
  })
}

// A/B test different approaches
await services.support.abTest({
  name: 'response-style-test',
  variants: {
    A: { style: 'concise', temperature: 0.3 },
    B: { style: 'friendly', temperature: 0.7 },
  },
  duration: '14-days',
  metric: 'customer-satisfaction',
})

// Seamless handoff to human
services.support.on('handoff-requested', async (conversation) => {
  // Provide full context to human agent
  const context = {
    customer: conversation.customer,
    intent: conversation.intent,
    conversationHistory: conversation.messages,
    botConfidence: conversation.confidence,
    suggestedActions: conversation.suggestedActions,
    relatedTickets: await getRelatedTickets(conversation.customer.id),
    sentimentTrend: conversation.sentimentHistory,
  }

  // Assign to available agent
  const agent = await services.support.routing.findAgent({
    skills: conversation.requiredSkills,
    availability: 'available',
    preferredLanguage: conversation.customer.language,
  })

  await services.support.assignToAgent({
    conversationId: conversation.id,
    agentId: agent.id,
    context: context,
    notification: {
      message: `New ${conversation.intent} ticket from ${conversation.customer.name}`,
      priority: conversation.priority,
    },
  })
})