How to choose the right AI model for customer support

Choose the right AI model by testing real support conversations for accuracy, tone, edit time, latency, privacy fit, and cost.

For the core ReplyRabbit path, use How to set up ReplyRabbit. For general questions, keep ReplyRabbit FAQ nearby.

When to use this workflow

Use this when model choice affects quality, cost, or privacy. Keep Choosing an AI provider open while you compare providers.

Model evaluation path

1. Collect tickets

   Collect a small set of representative FreeScout conversations.

2. Generate drafts

   Generate drafts with each candidate model or provider.

3. Score outputs

   Score accuracy, tone, formatting, latency, privacy fit, and edit time.

4. Check costs

   Check current provider pricing and model availability.

5. Choose per mailbox

   Choose the model per mailbox instead of forcing one model everywhere.

Quality and privacy checks

• Do not rely on old model rankings.
• Use identical test tickets when comparing providers.
• Keep a fallback provider or local model for outages and policy changes.

What to avoid

• Do not treat AI output as a final customer reply.
• Do not invent product behavior, account facts, refunds, timelines, or integration details.
• Do not move support data into tools your team has not approved for that customer context.

Official references

Provider names, model lists, pricing, privacy terms, and legal guidance change. Check the current source before setting a production policy.

• OpenAI API models
• OpenAI API pricing

Try ReplyRabbit

Want AI drafts inside FreeScout without moving help desks? Try ReplyRabbit free, then follow Getting started with ReplyRabbit to create your first reviewed draft.