Going Live
Launching AI support does not have to be all-or-nothing. A phased approach reduces risk and builds team confidence.
Phase 1: Shadow Mode (Days 1-3)
Run the AI in shadow mode where it drafts responses but does not send them to customers automatically.
- Enable Shadow Mode in Settings > AI Configuration
- The AI generates suggested responses for every incoming conversation
- Agents review suggestions and send them (with edits if needed)
- This builds your team's trust in the AI's accuracy
Phase 2: Partial Automation (Days 4-7)
Enable the AI to respond automatically to high-confidence topics only.
- Set the confidence threshold to 0.85
- Allow auto-responses only for categories you have verified (e.g., FAQs, how-to questions)
- Keep complex categories in copilot mode
Phase 3: Full Deployment (Week 2+)
Once metrics look good, expand automation coverage.
- Lower confidence threshold to 0.70
- Enable AI auto-responses across all categories
- Keep escalation paths active for edge cases
Launch Day Checklist
- Widget installed and tested on all pages
- Knowledge base imported and verified
- AI persona and behavior rules configured
- Escalation paths tested (messages reach agents)
- Team briefed on the AI's capabilities and limitations
- Shadow mode enabled for initial rollout
- Analytics dashboard accessible to key stakeholders
Monitoring the First Week
Watch these metrics daily during your first week:
- Resolution rate — Should climb from 30% to 50%+ as you tune
- CSAT scores — Compare AI-handled vs. agent-handled
- Escalation reasons — Identify knowledge base gaps
- Response accuracy — Spot-check 10 conversations daily
Quick Wins After Launch
- Add answers for the top 5 questions the AI escalated
- Adjust tone based on customer feedback
- Create saved responses for topics the AI struggles with
- Share positive metrics with your team to build momentum
Common First-Week Issues
- AI is too conservative: Lower the confidence threshold by 0.05 increments
- Answers are too long: Adjust response length in AI settings
- Wrong information: Update the specific knowledge base article immediately
Congratulations! Your Corebee setup is complete. Continue to the next course for knowledge base optimization.