A customer support bot is a chat assistant that answers customer questions, looks things up and takes simple actions, handing hard cases to a person.
In plain words
A support chat mixes several jobs: answering questions, finding information and acting on requests. A typical build gives the model a system prompt with the company's tone and rules, retrieval over help articles, and tools that call real systems for live details such as an account or an order. A good bot also knows when a conversation needs a human, and teams measure how often it gets that right.
A quick example
OpenAI's open-source airline demo uses a triage agent that sends each customer to a specialist, such as a flight-status agent, a booking and cancellation agent, or an FAQ agent for baggage and policy questions.
Where you'll meet it
- Help-desk chat on websites and apps.
- Answering common questions around the clock.
Related
Sources
- DocsCustomer support agent, Anthropic (Claude Platform Docs) · read 21 Oct 2026
- Docsopenai-cs-agents-demo, OpenAI (GitHub) · read 21 Oct 2026
Checked by WhatIsAI against the sources above · 21 Oct 2026. Spotted an error? Report it.