Use case.
1st level customer support.
1st Level Support teams serve as the frontline in customer interactions, handling a vast array of queries and challenges daily. To effectively address these concerns, it's imperative that they have immediate access to a comprehensive knowledge base.
Empower 1st level suppport
Your benefits.
See what's in it for you.
Reduce customer response times by up to 70%
Make all support documentation instantly available
Give your support team the tools they need to succeed
What you previously had to do.
Manual Lookup: Team members would need to sift through various databases, documents, or software platforms to answer specific queries, which could be time-consuming.
Reliance on Senior Staff: For complex or unfamiliar questions, 1st level support might frequently escalate issues to senior staff or higher-tier support, leading to potential delays.
Standardized Responses: Often, to expedite response times, the team might rely on predetermined scripts or templates for answers, which may not always cater to the unique nuances of individual customer querie
What this task now looks like.
Instant Information Retrieval: The AI can quickly pull up relevant information from vast databases, ensuring that support teams get precise answers in seconds, improving efficiency.
Reduced Escalations: With an AI aiding in answering more complex queries, fewer issues need to be escalated, ensuring faster resolution for customers and less burden on senior staff.
Personalized Responses: The AI can tailor responses based on the specific details of a query, ensuring that customers receive more customized and accurate solutions, enhancing customer satisfaction.
You can choose from various LLMs.
For this use case, we recommend Azure GPT-3.5.
1st Level Support teams serve as the frontline in customer interactions, handling a vast array of queries and challenges daily. To effectively address these concerns, it's imperative that they have immediate access to a comprehensive knowledge base.
Train from different data sources.
Data examples.
You can train your Generative AI assistant from different data sources. Here are some examples.
Product catalogue
Includes details of available the various products, enabling easy reference and recommendation based on client needs. Product catalogue can consist of PDF documents as well website pages.
Historical support emails
Historical support emails" are archived email interactions between customers and a company's support team. They're kept for record-keeping, quality assurance, training, dispute resolution, and data analysis to improve customer experience and services.
Support FAQs
Quickly find answers for some the most frequently asked questions, that can be compiled in a PDF or web pages and used as part of the assistant’s knowledge base so support teams can find the relevant answers in seconds.
This might also be relevant for you.
Further resources
We have collected a list of resources that might be helpful for you to learn more about this use case.
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The blueprint for your use case.
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