AI for customer support

A well-established IT support company had seen a significant increase in the number of support calls. That led to an increase in resolution times and a decrease in customer satisfaction. On-boarding and training new support staff would take time and money. The company wanted a fast, cost-effective solution.

Implementing knowledge.engine trained on technical, product, and company documentation, support staff have instant access to the information they need to answer any customer query. This reduced resolution times by over 70% at the same time as increasing customer satisfaction.

One of the primary benefits of using knowledge.engine is its ability to provide consistent, high-quality answers from verified information. By training the AI on technical, product, and company documentation, as well as information from previous support calls, the company ensures that all responses are accurate and reliable. This consistency maintains high standards of customer service, eliminating variability in responses from different support staff. Customers receive clear, precise answers, boosting their confidence in the company and increasing satisfaction levels.

Knowledge.engine also adapts to the user's language and communication style. Whether the customer needs a technical explanation or a straightforward response the AI adjusts its language accordingly. 

Implementing knowledge.engine significantly accelerates the onboarding process for new support staff. With instant access to relevant documentation and historical support data, new hires quickly become effective team members. This rapid training increases the company's support capacity and reduces time and resources spent on training. As a result, the company can scale operations more efficiently, meeting growing demand without compromising service quality. By empowering new staff with essential tools, knowledge.engine enhances both operational efficiency and customer satisfaction.

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