An AI Agent that resolves routine support requests
Listen to the issue, ask focused follow-up questions and give callers a clear answer or practical next steps before a human agent is involved.
Use your FAQs, policies, product guides, support documentation and internal notes to give relevant answers based on information you control.
Handle first-line enquiries, after-hours support and queue overflow so callers can get help even when your team is busy or unavailable.
Resolve more calls before human handoff
The 3CX AI Customer Service Agent goes beyond greeting and routing callers. It listens to the request, searches the Knowledge Sources you assign and tries to provide a useful answer before deciding whether human support is required. Place it where it adds the most value:
- First-line support: For routine questions before calls reach the support queue.
- Queue overflow: An alternative to waiting when your team is busy.
- After-hours support: Approved info in out of office hours.
- General enquiries: Opening times, directionsor product info before transfer.
- Specialist routing: Identify topic, send caller to right person, queue or AI Agent.
For better results, deploy several focused agents instead of one agent expected to cover every scenario. Each can have its own Knowledge Sources, first message, language settings, prompt, handoff destination and escalation topics.
Your business knowledge
Connect the AI Customer Service Agent to focused Knowledge Sources such as FAQs, policies, product information, troubleshooting guides and support documentation. When enabled, it can also use web search. Keep each source focused on one topic with a clear description.
Controlled escalations
Set a default Human Handoff destination for requests the AI Agent cannot resolve. Use Escalation Topics to direct billing questions to Finance or technical issues to a support queue or a specialist AI Agent. If a human takes over, caller details are available in the Web Client and the transcript can be reviewed for context.
First-line, overflow and after-hours
Designed for level 0 and level 1 support, it can answer common questions, collect relevant information and guide callers through basic troubleshooting. Responses stay short and focused, with one question asked at a time and one to three practical steps where appropriate.
Your AI Customer Service Agent questions answered...
It is a built-in 3CX AI Agent designed to handle routine customer service and support calls. It identifies the issue, searches assigned Knowledge Sources, provides a concise answer or practical steps and escalates when human help is required.
The AI Receptionist focuses mainly on greeting callers and routing them to the right destination. The AI Customer Service Agent follows a support-focused flow and tries to resolve the request before transferring the call.
It is designed for level 0 and level 1 support, including common questions, basic troubleshooting, information collection, general enquiries and requests covered by your approved support content.
Admins assign Knowledge Sources such as documentation, FAQs, help-centre articles, policies, product guides and internal support notes. The Agent can also use web search when this option is enabled.
V20 Update 10 supports OpenAI and xAI Grok as Realtime API providers for built-in AI Agents. Only one Realtime API provider can be active on the PBX at a time. Each provider uses its own API credentials and pricing.
Switching providers affects existing AI Agents. Knowledge Source assignments are removed, voice settings return to the provider default and each Agent should be reconfigured, reviewed and tested before it handles live calls again.
Go to Admin > Integrations > AI, expand Add Agent and select Customer Service. Assign the required Knowledge Sources, language, first message, handoff and escalation settings, then test the Agent with realistic caller requests. See the configuration guide for full instructions.
Industries We Work With
- Healthcare
- Automotive
- Education
- Technology
- Government
- Services
- Hospitality
- Finance
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