How AI is revolutionizing customer support
We had the opportunity to discuss AI's potential with two of our experienced colleagues, Anton Wiesler, AI developer, and Richard Lindberg, customer manager. They shared their thoughts on how AI can improve customer support and streamline internal business processes. Here are their insights.
Mählers: AI-development of support agent
We developed an AI-driven support agent for Mählers, providing real-time assistance and access to crucial documentation for drivers.
Automation and proactive problem solving
AI handles recurring questions efficiently and can also analyze large datasets to highlight summarized information for the operator, who can then act and solve problems before they cause major issues. 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, more efficient guides or paragraphs, and also provide the ability to ask follow-up questions, allowing the operator to oversee large amounts of information and solve problems,' says Anton.
AI as the first line of customer support
With AI integrated into customer support, customers and employees can quickly get answers to their questions without waiting for human help. AI scans available documentation and previous cases to deliver relevant answers. By using a knowledge graph, AI can also find connections between different data and questions, making it possible to provide more in-depth and customized answers based on the customer's specific needs.
Anton clarifies: "By using a knowledge graph, we can create a structured representation of the company's knowledge. AI can then quickly navigate and search this database to find relevant answers to customer questions. This allows us not only to provide fast answers but also much more accurate and contextual answers."
A Dynamic Knowledge Base
Knowledge graphs function as a dynamic and growing knowledge base, where information about the 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 connections between previous questions and answers, helping the system to continuously improve its precision and ability to handle complex customer issues.
Benefits of AI in Customer Support
- Faster response times: AI reduces waiting times by providing immediate and accurate answers.
- Reduced workload: The support team can focus on more complex issues. Consistent quality: AI provides consistent and continuously improving answers.
- 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 expert 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 improving and that onboarding for new employees becomes smoother and more effective. Richard Lindberg, customer manager, emphasizes the importance of this: "AI is not just a way to improve the customer experience — it also helps companies save time and resources in the long run."
