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Getting Started with AI Support Setup & Playbook

Set up your AI agent step by step for quick wins

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Written by Dmitry
Updated over 3 months ago

This guide is simple, step-by-step, and built for quick wins in your free trial.
Start small, expand gradually, and you’ll set up Ordemio correctly while avoiding common mistakes.

AI support agents handle repetitive questions instantly, work 24/7, and free your team for complex issues.
Follow the phases below to unlock those benefits fast.

How to use this guide

  • Move through the six phases in order for best results.

  • Use cross-references when you need deeper, step-by-step instructions.

  • Check the FAQs & Troubleshooting section for quick fixes.

The Six Phases

  1. Phase 1 – Foundation & Planning
    Set goals, map touchpoints, and define AI vs. human boundaries.

  2. Phase 2 – Knowledge Preparation
    Add high-quality sources; set tone, guidelines, and escalation rules.

  3. Phase 3 – Testing & Fixing
    Test with real or generated questions; fix gaps until >80% accuracy.

  4. Phase 4 – Embedding & Rollout
    Embed the agent on one channel (website, docs, Intercom/Zendesk) and monitor first chats.

  5. Phase 5 – Expansion to Advanced Use Cases
    Connect user data, add actions/workflows, and expand to a second request category.

  6. Phase 6 – Optimization & Continuous Improvement
    Track deflection, fallback, resolution, and CSAT. Refine steadily.

Metrics QuickStart

Here are common metrics teams use to measure AI success. Use them if you want a clear view of progress during your trial.

KPI

Definition

Formula

Trial Target

Containment (bot resolution)

Conversations fully resolved by AI (no human)

bot-resolved ÷ total bot conversations

20–35%

Deflection

Self-service resolutions (KB/community/bot)

self-service resolved ÷ total inquiries

20–30%

Fallback rate

AI used a fallback reply

AI fallback replies ÷ total AI replies

<15–20%

Time to First Response (TTFR)

Time to first AI reply (vendor standard)

—

<10s (web)

Average Resolution Time (ART)

Time to resolve AI-handled convo

vendor standard

−20% vs. baseline

Groundedness

Answer cites & aligns with a source

correct-citation ÷ total answers

>90%

Escalation quality

Clean handoff without repeating info

good handoffs ÷ total handoffs

≥95%

Notes:

  • Keep TTFR/ART definitions consistent with your helpdesk (Intercom/Zendesk) so reports line up.

  • Assign an owner (Name, Role) and update cadence (weekly in trial, then monthly).

FAQs & Troubleshooting

For quick answers, see the FAQs & Troubleshooting section:

  • Knowledge processing times

  • Upload best practices

  • Supported channels

  • Escalation rules

  • Compliance and security

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