Customer Support AI Employee

The Customer Support AI Employee is built from the Customer Support Chat curated template (category: Support). It is a chat AI Employee (AIE) that holds multi-turn conversations with your customers: it classifies each incoming message, searches your Knowledge base for relevant articles, and generates a cited response. It reduces first-response time by answering common questions automatically and frees human agents for the issues that need judgment.

Workflow

The template ships a three-agent workflow. After cloning, the workflow runs left to right:

A start node feeds the workflow input into the graph, and a publish node exposes the final answer. The edges run start → classify → search → respond → publish.

The Classify Intent node ships with its intent categories pre-filled in the agent's type_config. For example:

{
  "intents": [
    { "label": "billing",   "description": "Billing, invoices, charges, payments, or subscription issues",
      "examples": ["I was charged twice", "How do I update my payment method?"] },
    { "label": "technical", "description": "Product bugs, errors, feature questions, or how-to help",
      "examples": ["The app keeps crashing", "How do I export my data?"] },
    { "label": "account",   "description": "Account access, profile changes, or security concerns",
      "examples": ["I forgot my password", "How do I change my email?"] },
    { "label": "general",   "description": "General inquiries that do not fit other categories",
      "examples": ["What are your business hours?", "Do you have a referral program?"] }
  ]
}

Starting configuration

The template clones in with this configuration, which you can change in the AI Employee builder:

• Model selection — Let Fusion Pick (EmaFusion™ chooses the model per request).
• Optimization priority — Balanced.
• Conversation context — enabled, so the AI Employee retains context across turns.
• Feedback — enabled, with thumbs-up / thumbs-down reasons and free-text comments.
• Welcome message — "Hi! I'm your customer support assistant. How can I help you today?"
• Conversation starters — three buttons: "Report an issue", "Check order status", "Billing question".

Recommended data sources: connect your product documentation, FAQ articles, and support policy documents as Knowledge bases so the agent can search for accurate answers.

How to use

After you select Use template and the AI Employee opens in the builder:

1. Connect your Knowledge base. Add your support content — FAQ articles, documentation, troubleshooting guides — to the Search Knowledge Base node. You can upload files or point Ema at web URLs to crawl. See Knowledge bases.
2. Customize the intent categories. Edit the categories in the Classify Intent node to match your support taxonomy, and update each category's description and examples.
3. Adjust the response tone. Edit the Generate Response node's Instructions to match your brand voice and replace any placeholder company name with your own.
4. Publish and deploy. Publish the workflow, then embed the chat in your support portal or connect it to your ticketing system. See Channels and deployment.

Example queries

• "I received a damaged product."
• "What is your refund policy?"
• "I want to cancel an order."
• "How do I reset my password?"

Related

• Agent reference — the intent_classification, search_respond, and respond agent types in detail.
• Knowledge bases — connecting and crawling your support content.
• Templates overview — the full curated template list and the clone flow.