How AI is transforming customer support

We had the opportunity to discuss the potential of AI with two of our experienced colleagues, Anton Wiesler, AI Developer, and Richard Lindberg, Customer Account Manager. They shared their thoughts on how AI can enhance customer support and streamline internal processes for companies. Here are their insights.

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How AI Can Revolutionize Customer Support and Streamline Your Processes

Customer support is a critical part of many businesses, but recurring questions often overwhelm the support team. AI offers a powerful solution to streamline and improve the customer support process. By integrating AI directly into products, companies can provide faster and more proactive support while reducing the workload on the support team.

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Learn more about how we've integrated AI into Mähler’s app fo snowplows here.

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AI as the first line of customer support

With AI integrated into customer support, both customers and employees can quickly get answers to their questions without waiting for human assistance. AI scans available documentation and previous cases to deliver relevant answers. By using a knowledge graph, AI can also identify connections between different data and queries, making it possible to provide more in-depth and tailored responses 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 queries. This allows us not only to provide quick responses but also much more accurate and contextual answers.'

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Automation and Proactive Problem Solving

AI efficiently handles recurring questions and can also analyze large datasets, highlighting summarized information for the operator, allowing them to act and resolve issues before they cause bigger problems. This creates a predictable and proactive customer support experience, reducing the risk of downtime and increasing product reliability.

'AI can systematically summarize large amounts of information or documentation into smaller and more efficient guides or sections, and also provide the option to ask follow-up questions, giving the operator the ability to oversee vast amounts of information and solve problems,' says Anton.

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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 interconnected in a way that allows AI to quickly find relevant answers. AI can identify patterns and connections between previous questions and answers, which helps the system continuously improve its accuracy and ability to handle complex customer inquiries.

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Benefits of AI in Customer Support

• Faster Response Times: AI reduces wait times by providing immediate and accurate answers.

• Reduced Workload: The support team can focus on more complex issues.

• Consistent Quality: AI delivers consistent and continuously improving responses.

• Lower Costs: Automation reduces the need for large support teams.

• Proactive Support: AI identifies and resolves issues before they escalate.

• Expert Knowledge: AI preserves and shares expert knowledge within the team.

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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 efficient. Richard Lindberg, Customer Account Manager, emphasizes the importance of this: 'AI is not just a way to enhance the customer experience, but it also helps companies save time and resources in the long run.'

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Contact Richard to discuss how AI can improve your customer support.

Would you like to know more about how AI can revolutionize your customer support? Contact Richard Lindberg, Customer Account Manager, directly for a personal consultation and solution proposal. You can reach him at richard.lindberg@thnx.se

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