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How AI is revolutionizing customer support
We had the opportunity to discuss AI's potential with two of our experienced employees, Anton Wiesler, AI developer, and Richard Lindberg, customer manager. Vi on kako AI kan a streamline. Here are their insights.
Mählers: AI-utveckling till Mählers styrsystem
We developed an AI-driven support agent for Mählers, providing drivers with real-time assistance and quick access to documentation.
Automation and Proactive Problem Solving
AI handles recurring queries efficiently and can also analyze large amounts of data and highlight summarized information to the operator who can then act and solve problems before they cause major problems. This provides predictable and proactive customer support, reducing the risk of downtime and increasing product reliability. “AI can systematically summarize large amounts of information or documentation into smaller and more effective guides or paragraphs, and also provide the ability to ask in-depth follow-up questions, giving the operator the ability to overview large amounts of information and solve problems,” says Anton.
AI som kundsupportens första linje
Med AI integrerat i kundsupport kan kunder och medarbetare snabbt få svar på sina frågor utan att vänta på mänsklig hjälp. AI skannar tillgänglig dokumentation och tidigare ärenden för att leverera relevanta svar. Genom att använda en knowledge graph kan AI även hitta samband mellan olika data och frågor, vilket gör det möjligt att ge mer djupgående och anpassade svar baserat på kundens specifika behov.
Anton förtydligar: "Genom att använda en knowledge graph kan vi skapa en strukturerad representation av företagets kunskap. AI kan sedan snabbt navigera och söka i denna databas för att hitta relevanta svar på kundfrågor. Det gör att vi inte bara kan ge snabba svar, utan också mycket mer exakta och kontextuella svar."
A dynamic knowledge bank
Knowledge graphs serve as a dynamic and growing knowledge bank, where information about a company's products and services is structured and connected in a way that makes it easy for AI to quickly find relevant answers. AI can identify patterns and relationships between past questions and answers, helping the system continuously improve its precision and ability to handle complex customer cases.
Benefits of AI in Customer Support
- Faster response times: AI reduces wait times by providing immediate and accurate responses.
- Reduced workload: The support team can focus on more complex cases.More even quality: AI provides consistent and constantly improved responses.
- Lower costs: Automation reduces the need for large support teams.
- Proactive support: AI identifies problems and resolves them before they escalate.
- Expert knowledge: AI preserves and shares experts' knowledge within the team.
AI as a long-term solution
AI is a long-term solution that continuously learns from every interaction. This ensures that customer support is constantly improved and onboarding for new employees becomes smoother and more efficient. Richard Lindberg, Chief Customer Officer, stresses the importance of this: “AI is not only a way to improve the customer experience, but it also helps companies save time and resources in the long term.”
