Standard Operating Procedure
A Standard Operating Procedure (SOP) is a documented set of step-by-step instructions that describes how to perform a specific task or process consistently and correctly.
In Depth
SOPs are essential for maintaining consistency and quality in customer support operations. They document exactly how to handle specific scenarios — from processing refunds to escalating security incidents to handling VIP customer requests. SOPs reduce training time for new agents, ensure compliance with regulations and policies, and provide a baseline for quality assurance.
Well-written SOPs include the purpose and scope, roles and responsibilities, step-by-step instructions, decision points, and exception handling. AI agents can be trained on SOPs to handle procedures autonomously, following the documented steps exactly as a human agent would. AI also helps maintain SOPs by tracking which procedures are most used, identifying steps that frequently cause errors, and suggesting updates when processes change.
For complex SOPs, AI can guide human agents through each step in real-time.
Related Terms
Internal Knowledge Base
An internal knowledge base is a private repository of organizational knowledge accessible only to employees, containing procedures, policies, product details, and troubleshooting guides.
Quality Assurance
Quality assurance (QA) in customer support is the systematic process of evaluating interactions to ensure agents meet defined service standards for accuracy, professionalism, and effectiveness.
Workflow Automation
Workflow automation uses technology to execute repetitive business processes automatically based on predefined rules and triggers, reducing manual effort and increasing consistency.
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