All-in-one AI for Customer Service

A generative AI solution or AI for customer service is a suite of technologies that, when applied to the customer service domain, enhance performance and cost-efficiency. The term “generative AI” is related to Artificial Intelligence’s ability to produce original content in the form of a text, image, or voice message.

The primary task of AI tools for customer service built on generative AI technologies is routine task automation. Below are a few use cases on how AI for customer service handles this task:

• Automates the resolution process for a portion of the support workflow;

• Triages support requests;

• Provides customer service agents with reply suggestions;

• Analyzes customer correspondence.

AI-powered customer service exists in various forms; however, the most widespread AI solution is AI-powered chatbots and assistants that communicate with customers in a human-like manner.

AI customer service software like chatbots and assistants integrates with different channels of communication, such as email, social media, live chats, interactive voice response (IVR) systems, and self-service portals.

The integration of generative AI customer service solutions results in response time reduction, rate of resolved tickets increases, reduction in operating costs, and other enhancements to customer service-related metrics. The final goal of an AI integration to customer service solution is the enhanced customer experience and a higher level of customer satisfaction.

CoSupport’s AI tools for customer service entail the following benefits for businesses:

• 24/7 support that excludes human errors, lack of motivation, and distractors impact;

• considerable savings of time and effort, along with the easy scaling and delegation of routine tasks to AI assistants with minimal resource investment;

• substantial reduction in costs in terms of hiring staff and maintaining your operational processes. 

Klarna’s case is a good example of the business benefits achievable through AI customer service solutions. Klarna achieved a reduction of response time from 11 minutes to 2 and a decrease in repeated queries by 25%. The company announced that it expected a profit increase of $40 million due to customer service AI tools.

CoSupport AI tools for customer service are based on what the team calls native AI. It’s a suite of distinct approaches that allow for building deeply custom products. 

Customization is treated not only in general terms, meaning that products are tailored to the needs of a particular company. Customization also implies that the opportunity to adjust a solution to a particular business is wider compared to the solutions that are based on ready-to-use products, such as well-known LLMs. 

CoSupport AI builds customer service AI tools adjusting key generative AI model parameters and influencing the outcome directly. Here are four examples:

• CoSupport AI uses the U.S. patented response acceleration architecture that allows one solution, CoSupport Agent, to provide three times faster responses compared to GPT;

• the training data involved in a particular project never overlaps with the data related to other projects and provides close to zero risk of data leakage;

• Our Intelligent Embedding approach, based on the embedding that a dedicated model performs, lays the foundation for high response precision;

• databases for back-end operations are organized in a way that provides close to zero risk of jailbreaking - the intrusion to the models’ “brains” for stealing sensitive data.

No special setup is needed to implement AI customer service solutions for business, but a well-structured knowledge base is key. CoSupport AI customizes its solutions, CoSupport Agent and CoSupport Customer, using project-related databases while ensuring data security through dedicated servers and the CoSupport AI Data Grid.

CoSupport’s AI-powered customer service solutions automate 80% to 100% of tasks, depending on the solution:

• CoSupport Agent automates up to 80% of responses, assisting agents with draft replies, reducing response time, and improving resolution rates while leaving the final decision to the agent.

• CoSupport Customer offers up to 100% automation, scaling up customer service efficiently.

• CoSupport BI focuses on delivering business insights, not response automation.

A few of our clients start with CoSupport Agent because they want to test-drive the system. When they see how accurate our responses are, they invariably convert to CoSupport Customer. Over 76% of our customers go on to sign up for CoSupport BI.

Set up a consultation for a demo of each solution and to discuss your needs.

CoSupport AI for customer service solutions integrates with all the popular customer service AI platforms and tools for customer service agents and team leads. Here is the list of possible integrations:

• CoSupport Customer integrates with various communication channels like email, social media, or website and application chats;

• CoSupport Agent integrates with popular CRM systems, such as Zendesk or Freshdesk; integration with a custom CRM is also possible;

• CoSupport BI integrates with business communication tools, such as Slack or Microsoft Teams; on the back-end part, it integrates with all possible sources of data, including databases, internal documentation, knowledge bases, and others.

Not sure if CoSupport AI integrates with your tools? Contact our team, and we’ll help find a solution.

You can see us demonstrate your chosen solution by:

• Leave your email address and the demo request in the chat;

• Submit the Demo Request Form.

Email CoSupport AI at [email protected].