Customers expect quick and accurate answers to their questions. If your customer service team is struggling to find the right information amidst piles of disorganized data, you could be hindering their ability to deliver the level of support your customers expect. Fortunately, there's a solution: AI-powered customer support assistants and chatbots.
AI customer support assistants and chatbots are changing the game by streamlining how agents locate the right information to resolve customer issues. Leveraging large language models (LLMs), cutting-edge machine learning techniques, and natural language processing, these AI solutions understand customer inquiries with impressive accuracy, sifting through vast amounts of data to deliver the most relevant and helpful responses. Later, we'll demonstrate how our AI-powered assistants reduce support costs and free up your team to focus on high-value work.
How Customer Support AI Works
Rather than relying on tedious manual searches and limited keyword matches, AI-powered customer support assistants and chatbots transform how agents find answers. Powered by generative AI and natural language processing, these tools go beyond traditional search methods. They understand the context and nuances of customer inquiries, enabling them to pinpoint the right information even when the customer’s wording isn’t exact.
Demo: How a Customer Support AI Assistant Helps TeamsWork App
TeamsWork App offers productivity apps within the Microsoft Teams platform, including ticketing and checklist solutions. Our customer support team manages diverse subscriber inquiries, primarily through email. To enhance this process, we've integrated a customer support AI assistant, functioning like an intelligent chatbot, into our workflow. It draws knowledge from various resources—our knowledge base (including website articles, company documents, and historical email archives).
After testing the AI assistant on 100 customer queries, here's how it works:
· Customer Question 1: "How do I change my pricing plan?"
The AI assistant analyzes the question and searches through thousands of documents. It generates a draft email response for the agent, including instructions and links. The response template can be customized to match our preferred tone and formality.
Customer Support AI Answer:
Dear customer,
Thank you for your interest in the TeamsWork productivity app. I'm Marc, the product manager, and I'm happy to provide you with more information. You can find details on our plans and pricing on the following page: https://teamswork.app/ticketing Please review the options carefully to find the plan that best suits your needs. If you have any questions or would like assistance in selecting the right plan, don't hesitate to reach out. Thank you again for considering TeamsWork. We look forward to helping you streamline your workflows.
Sincerely, Marc |
· Customer Question 2: "My app installation is not complete, how to solve it?"
The AI assistant analyzes past customer support cases to see if similar issues have occurred before. If it finds a match, it presents the proven solution to the agent. This significantly reduces resolution time, eliminating the need for the agent to search through old emails for answers manually.
Customer Support AI Answer:
Dear customer,
I understand you may be experiencing some trouble completing the TeamsWork Ticketing App installation. I'm here to help you get that resolved quickly. Here are a couple of common fixes that have worked for other users:
If these steps don't solve the problem, please provide the following details so I can assist you better:
Your feedback is important to us! We continuously strive to improve our app's experience. Thank you for your patience as we work to get this fixed for you.
Sincerely, Marc |
· Customer Question 3: "Does it support the file type my old tickets are stored in?
This is a question the TeamsWork app doesn't currently have an answer for in its knowledge base. The AI assistant identifies that it doesn't have the information and informs the agent without providing fabricated answers.. Below is what it will tell the customer support team.
Customer Support AI Answer:
The customer wants to know about compatible file types for ticket importing. I don't have that information readily available. |
Our customer support AI assistant demonstrates its power by quickly drawing from our comprehensive knowledge base of company documents, website articles, and past emails. This ensures consistency and reliability in the information provided to customers.
While it excels at finding relevant information, we're constantly working to improve its ability to handle complex or phrased differently questions, as well as navigating large knowledge bases with varying levels of detail. The system cannot yet automatically determine if information has become outdated or irrelevant. For optimal results, it's crucial to maintain a well-organized and up-to-date knowledge base.
Benefits of Customer Support AI
Reduced Costs: Customer support AI delivers extraordinary cost savings. You can handle thousands of customer emails for just under $2 in computational costs, dramatically reducing the cost per interaction. This allows you to effortlessly scale your support operations as your business grows, thanks to the power of generative AI.
Increased Efficiency and Speed: AI assistants and chatbots can work tirelessly, automating routine tasks and providing quick-access to the knowledge your team needs. This frees up agents for complex issues and ensures faster response times for your customers.
Improved Accuracy: AI assistants and chatbots tap into extensive knowledge bases, minimizing the chance of misinformation and ensuring the correct information is consistently relayed to customers.
Enhanced Customer Experience: Speedy resolutions, accurate information, and the potential for 24/7 availability all contribute to a more satisfying customer service experience.
The Future of Customer Support: A Human-AI Partnership
The future of customer support lies in a powerful collaboration between AI and human agents. AI assistants can tirelessly analyse vast amounts of information from all your existing resources – documents, websites, even social media conversations – to pinpoint the answers your team needs. This empowers your human agents with the right knowledge to deliver a seamless and positive customer experience.
Ready to see how AI can revolutionize your customer support? Contact us to schedule a demo tailored to your company's needs.
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