Give your agents an AI assistant always ready to help

Ask in natural language to use the knowledge, customer information, tickets, service history, and operational data already in FIRST LINE. Find answers, understand context, organize cases, and analyze service activity without searching page by page.

Summarize recent service records for customer A123456789.

Found the customer with member ID A123456789: 2 recent service records, no tickets:

  • 2026/07/28 14:02: handled by Eason
  • 2026/07/02 16:06: handled by Karick, status Returned

How do we handle refunds?

Found these steps in the knowledge base article “Refund SOP”:

  • Confirm the order number and payment method
  • Check that it is still within the refund window
  • Create a refund request in the ticket and assign it to Finance

Who is familiar with refund issues?

Colleagues with the Refunds skill (highest proficiency first):

  • Adan: 5
  • Alex: 5

Support's real bottleneck is finding information, not answering.

Before helping a customer, agents may need to search, compare, and summarize information across several pages.

4 pages to search, compare and summarise, one by one

  1. 01 Find knowledge Search SOPs, product instructions, policies, and service guidelines.
  2. 02 Find customer context Check customer details, past interactions, and what happened before.
  3. 03 Find cases Check open tickets, statuses, priorities, and progress.
  4. 04 Organize data Review service volume, wait times, CSAT, and other metrics.

One question

「What did this customer report last time?」

This customer last reported a refund that hasn't arrived. Here's what's related:

  1. 01 Knowledge Refund SOP: refunds arrive within 7–14 business days
  2. 02 Customer A123456789: called on 7/28 about a refund not yet received
  3. 03 Tickets #3836 return request is still in progress and open
  4. 04 Service data Contacted us 3 times in the last 30 days, all about refunds

AI Assistant turns searches and summaries across pages into natural-language questions.

How human agents use it

Ask for the information needed at each point in a service conversation.

FIRST LINE AI Assistant

Summarize recent service records for customer A123456789.

Found the customer with member ID A123456789: 2 recent service records, no tickets:

  • 2026/07/28 14:02: handled by Eason
  • 2026/07/02 16:06: handled by Karick, status Returned

Use the information already in FIRST LINE

AI Assistant uses existing platform data within the signed-in user’s permissions, without a second support database.

Company knowledge
Knowledge base, SOPs, product documents, and other knowledge files.
Customer data
Names, phone numbers, email, member IDs, addresses, contact details, custom fields, and bookings.
Service context
Service records, past interactions, actual conversations, and previous actions.
Tickets
Status, priority, category, substatus, and due date.
Operational data
Interaction volume, channel mix, handling and wait times, CSAT, and ticket distribution.

Understand what actually happened last time

Review actual conversations and actions before continuing service, so agents can understand past interactions and avoid asking customers to repeat themselves.

  • 「What exactly did this customer say last time?」
  • 「What did we promise in the last call?」
  • 「Summarize the previous service record.」

Ask about service data without preparing a report first

Analyze actual FIRST LINE data by date range, agent, channel, tag, and other conditions. Some results can generate charts.

FIRST LINE AI Assistant

How many interactions did we have each day in the last 30 days?

Here are the daily service interactions for the last 30 days:

Four things you'll want to know first

Permissions, time saved, where it lives and what managers can see — how the AI assistant handles each.

AI cannot see more than your agents can

AI Assistant follows the signed-in user’s existing FIRST LINE permissions and data visibility. Customers, tickets, and service records outside that scope cannot be retrieved through AI Assistant.

People should verify source records for important policies, contracts, commitments, and high-risk decisions.

Spend less time searching and more time on human judgment.

Seven page-by-page steps become five with the AI Assistant

Before
  1. Customer arrives
  2. Find customer
  3. Find history
  4. Find SOP
  5. Check tickets
  6. Organize information
  7. Respond
With AI Assistant
  1. Customer arrives
  2. Ask AI Assistant
  3. AI searches and organizes
  4. Agent decides
  5. Respond

Help managers understand service operations too

Managers can ask about service metrics and case distribution, then review statistics or charts to identify what needs attention.

What is the recent volume and share by service channel?

Interactions by service channel

Right where your agents work

AI Assistant is built into the FIRST LINE workspace. Ask in natural language to use existing data.

FIRST LINE AI Assistant

What did this customer report last time?

The AI Assistant organizes accessible information

  • Customer details
  • Recent service records
  • Previous conversation summary
  • Open tickets

Let AI handle searching and organizing, so agents can focus on the human work.

Turn the knowledge, customer context, tickets, and service data already in FIRST LINE into a capability your team can ask for whenever needed.

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Make your customer service shine

Everything you need is at your fingertips. The best way to understand FIRST LINE is to experience the product yourself. Contact us now for a free trial.

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