When support volume rises, do not jump to full automation. Write shared rules for common questions, exceptions, and handoff first.

How to write an AI customer service SOP: from FAQs to human handoff

An SOP is not a thick policy binder. It is the shared rulebook that lets AI and humans serve customers the same way.

Decide how far AI may go

1. **Answer:** hours, process explanation, standard policy

2. **Look up:** order or booking status once systems are connected

3. **Judge:** refund exceptions and complaint escalation

4. **Commit:** compensation, legal liability, personal-data changes

The first two layers fit AI. The last two need human review.

Product, logistics, returns, billing, complaint, other.

Each category points to one source of truth: website, FAQ, or internal policy.

Human requested, refund exceptions, legal issues, strong emotion, two failed turns, or no reliable source.

Category, asked content, AI replies, blocker, case ID, suggested next step.

AI replies instantly for common questions; humans pick up handoffs within an agreed window and escalate when overdue.

1. Organize 20–50 high-frequency FAQs

2. Open one main channel only

3. Let AI answer low-risk questions; exceptions go to humans

4. After two weeks, fill knowledge gaps from handoff reasons

5. Then consider order lookup or more channels

A good AI support SOP is simple: repeated questions to AI, judgment and commitments to humans, and a clean record every time the conversation moves.