Define the support boundary
List the request types the AI can answer directly, the ones it can triage, and the ones that must go to a person immediately.
Resources
Arabic AI customer support playbook for bilingual service teams
Support automation fails when language coverage, escalation rules, and knowledge controls are vague. This playbook focuses on the basics that need to be explicit first.
Separate approved answers from open generation
Teams need a clear distinction between knowledge-backed answers, policy-sensitive topics, and cases where no answer should be given without review.
Keep bilingual quality visible
Arabic and English coverage should be audited for clarity, tone, escalation handling, and consistency with company policy.
A support AI employee is strongest when it improves first response coverage, handles recurring questions, categorizes tickets, and prepares escalations for human teams. It is weakest when deployed as an unrestricted front line without clear routing and ownership rules.