Is it time to incorporate artificial intelligence into your company’s arsenal? It’s very tempting, a Freshdesk AI-powered chatbot can rev up customer support, providing 24/7 service. You can also use these tools to automate repetitive tasks and analyze customer sentiment.
But AI isn’t a cure-all, and it can’t replace your human support team. While it can deal with simple inquiries, it can’t handle tasks that require complex problem-solving. And, while AI’s good at emulating human empathy, it can’t feel like we do. Which means that you need your team to fill in the gaps.
That said, there’s no doubt that a Freshdesk AI chatbot is a valuable addition. How successful an addition depends on whether or not your team adopts it. And therein can lie the problem. If your team sees AI as competition rather than a helpmate, they can scuttle its implementation.
Fortunately, it’s fairly easy to get around this issue. If you train your customer support team about the Freshdesk AI features and how to use them effectively, they’re more likely to get on board.
In this post, we’ll look at how you can train your team to take advantage of these systems.
Why AI Collaboration Matters in Customer Support
A Freshdesk AI chatbot, virtual assistant, or AI-powered ticketing system is becoming standard in customer service, providing instant responses 24/7. It’s clear that AI’s here to stay, but it’s far from perfect.
It can:
- Misinterpret customer intent
- Give incorrect information
- Struggle with emotional nuances
Your support teams need to recognize when AI is helping and when it’s making things worse. That way you’ll know when to step in and take control.
Striking the Right Balance Between AI and Human Support
AI doesn’t replace human agents—it works alongside them. When used correctly, AI can:
- Answer common questions, like order tracking, password resets
- Summarize customer issues for faster resolution
- Prioritize tickets based on urgency and sentiment
- Provide real-time suggestions during live chats
Despite these capabilities, some customers prefer speaking to a human, especially for high-stakes or emotional issues. That’s why training is crucial. Agents must know when to let AI handle a request and when it’s time to step in.
More importantly, you must always give your clients a choice about whether they’re dealing with a Freshdesk AI chatbot or people.
Key Areas of Training for AI Collaboration
So, where do you start training your team.
Understanding What AI Can and Can’t Do
Support teams need a clear understanding of the strengths and weaknesses of their Freshdesk AI chatbot. Training should cover:
- When AI can handle a request and when a human should step in
- Common AI mistakes and how to correct them
- How to work with AI as a tool instead of seeing it as competition
When agents understand AI’s role, they’ll feel more comfortable using it rather than resisting it.
Handling AI Escalations Smoothly
Many customer interactions start with AI, but not all of them should stay there. When a chatbot gets stuck or misinterprets a request, the transition to a human agent should be seamless. Training should focus on:
- Recognizing when AI is struggling (e.g., repetitive answers, incorrect responses)
- Taking over a conversation without making customers repeat themselves
- Using AI-generated summaries to speed up resolution
A smooth escalation process prevents frustration and keeps the conversation flowing naturally.
Mastering AI-Driven Tools
Support teams should know their AI tools inside and out. Training should cover:
- Chatbots and Virtual Assistants: Reviewing AI-generated responses and fine-tuning them when needed
- AI-Powered Ticketing Systems: Understanding how AI sorts and prioritizes customer requests
- Sentiment Analysis Tools: Using AI insights to gauge customer emotions and adjust responses
- AI-Powered Knowledge Bases: Keeping automated responses accurate and up to date
Hands-on practice helps your agents gain confidence in using AI to their advantage.
Improving Communication with AI
AI doesn’t work well with vague or unclear inputs. The more precise an agent is, the better AI can assist. Training should include:
- Structuring questions clearly to get better AI responses
- Spotting and correcting AI mistakes on the fly
- Using AI-generated suggestions while keeping responses natural
Think of AI as an assistant—it can help, but only if you know how to give it the right instructions.
Addressing AI Bias and Ethical Issues
AI isn’t neutral. It learns from data, and if that data is biased, so are its responses. Support teams should know how to:
- Identify and correct biased AI responses
- Ensure AI-driven decisions (like ticket prioritization) are fair
- Be transparent with customers when they’re interacting with AI
A well-trained team won’t just rely on AI blindly—they’ll know when to question it.
Most Practices for AI Training
Start with AI Awareness Workshops
Before rolling out AI tools, introduce them in company-wide training sessions. Show real-world examples of how AI fits into customer support and why it’s an asset, not a replacement.
Use Realistic AI Training Scenarios
Hands-on experience is the best way to learn. Simulated AI interactions and role-playing exercises help agents get comfortable working with AI before they interact with real customers.
Give Agents Direct Access to AI Tools
Reading about AI isn’t enough—agents need to use it.
Provide guided training on how to interpret AI-generated insights, refine AI-assisted responses, and troubleshoot errors.
Set Up a Feedback Loop Between Agents and AI Developers
AI is only as good as the data it learns from. Agents should report recurring AI mistakes so developers can fine-tune the system. The more feedback AI receives, the better it gets.
Track AI’s Performance and Make Adjustments
Measure AI’s effectiveness with key metrics like:
- Resolution rates for AI vs. human agents
- Customer satisfaction scores (CSAT) for AI-assisted cases
- How often AI escalates issues to human agents
If AI isn’t improving customer service, something needs to change.
The Future of AI in Customer Support
AI will keep evolving, but it will never replace human agents entirely. The best support teams are the ones that collaborate with these tools. They use the speed and efficiency of a Freshdesk AI-powered chatbot and step in when you need human judgement.
Want to make AI work for your support team? Start by assessing your AI tools and designing a training program that builds trust between agents and AI systems. The future of customer support isn’t just AI or humans—it’s both, working together.
