Automate the search for context, not the responsibility to help. The most useful systems make their responsibilities clear and leave a trail that people can understand.
Make context easier to find
A support agent is useful when it reduces the effort of locating order details, prior conversations, and approved policies. Treat that retrieval layer as a product: show sources, freshness, and missing information.
Separate suggestions from actions
Drafting a response is different from issuing a refund or changing an account. Keep consequential actions behind explicit approval and show the reviewer what will happen before execution.
Make handoffs feel continuous
Transfer the conversation, evidence, and unresolved question together. A person should not have to ask the customer to repeat the whole story. Record why the agent escalated the case.
Measure the quality of resolution
Track corrections, reopened conversations, and the usefulness of handoff notes alongside speed. A fast answer is not a successful answer if the customer returns with the same problem.
A useful next step
Choose one workflow, name its owner, and write down what a good result looks like. Then test a small, reviewable slice before adding more autonomy.