Generative AI for customer support 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 the Artificial Intelligence’s ability to produce original content in a form of text, image, or voice message. The primary task of solutions for customer support built on generative AI technologies is routine task automation. Here is a few use cases on how AI handles this task:

• an AI chatbot provides response suggestions or ready-to-send answers to users’ queries;

• AI analyzes customers’ purchasing history, the content of correspondence and interactions with products and rervices provider; based on this data, AI tools for customer support share recommendations based on users’ preferences;

• AI collects data related to the relationships between a brand and its clients to summarize data and elicit business insights for future business developments.

Generative AI for customer support 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 chatbots and assistants integrate with all channels of communication, such as email, social media, live chats, interactive voice response (IVR) systems, and self-service portals. Such integration results in response time reduction, rate of resolved tickets increase, the reduction of cost per contact, and other enhancements to customer service-related metrics. 

The final goal of AI integration to customer support  is the enhanced customer experience and a higher level of customer satisfaction.

By CoSupport AI’s solutions implementation, a business benefits from all the capabilities that generative AI offers in customer support. These capabilities are as follows:

• response automation based on the innovative approaches that ensures answers precision, relevancy, and personalization;

• assistance for customer service agents with up to 80% automation, allowing human agents to curate response content;

• AI integration with all popular tools and across different channels, such as CRMs, email, website chats, and social media;

• AI application to analyzing data for more efficient decision-making and improvements in customer service domain and business in general.

CoSupport AI products’ capabilities entails the following benefits for businesses:

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

• considerable saving of time and effort, along with less resource-demanding scaling up the customer service due to delegating the routine to AI assistants;

• Substantial reduction in budgets as a result of decreased expenditures on hiring staff and operational processes maintenance.

Klarna’s case is a good example of the business benefits achievable through generative AI implementation in customer support. Klarna achieved a reduction of response time from 11 minutes to 2 and the decrease in repeated queries by 25%. Its predicted rise in profits was announced as $40 million due to AI integration.

CoSupport AI solutions are based on what the team calls native AI. It’s the suite of distinct approaches that allows 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 solutions to a particular business are wider compared to the solutions that are based on the ready-to-use products, such as well-known LLMs. 

CoSupport AI builds solutions, adjusting key AI models parameters and influencing the outcome directly. The cornerstones of outcomes are as follows:

• response speed;

• response precision;

• data security.

The core of the approach that aims at deep customization is an ensemble of AI models, including models trained from scratch for high performance in a customer support domain and solid security. 

Here are four examples:

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

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

• Intelligent Embedding approach, based on the embedding that are performed by a dedicated model, lay the foundation for a 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.

The CoSupport AI team has been working on distinct solutions development since [figure] year. Today, it invests all its experience and expertise in the creation of highly performative AI tools for customer support.

There aren’t any special requirements to start implementing AI in a business. However, it’s recommended to have a properly structured, comprehensive knowledge based for training the AI models. We may share with you the detailed recommendations on structuring your knowledge base for the most productive outcomes.

For two of CoSupport AI’s solutions, CoSupport Agent and CoSupport Customer, we’ll ask you for access to the databases related to the processes involved in a project.

CoSupport AI uses CoSupport AI Data Grid to keep your data safe - an approach to keeping and processing your data that minimizes the data loss and jailbreaking. All data is kept and processed on dedicated servers.

The approaches to the particular CoSupport AI’s solutions pricing policy are different due to the differences in solutions’ architectures and required assets, including expertise. However, all approaches have the pricing policies transparency in common.

Here are the basics of the pricing policy regarding key CoSupport AI products:

• CoSupport Agent follows the scheme “fixed fee for one agent for one month.” In this way, the number of tokens (pieces of text such as syllables) often unpredictable, is excluded from the scheme for enhanced predictability. The fee is based on the number of responses provided with a stated limit. When the limit is exceeded, the additional charge is applied. 

• CoSupport Customer pricing depends on the volume of AI responses. Such a policy is well-suited for environments with high customer requests flow and can be adjusted easily to the need for extensive automated interaction.

• CoSupport BI follows the pricing policy “per user per month,” meaning that a particular user can make a fixed number of requests per month within a plan; any additional requests are charged extra. There is also an option “per team per month” available.

For each client, a custom pricing model is possible, depending on the solution’s complexity.

CoSupport AI's solutions provide AI for customer support solutions, automating 80% to 100% of response and data processing tasks. At the same time, the extent of automation changes depending on a particular solution’s task:

• CoSupport Agent provides up to 80% of response automation since the solution’s task is customer service agent assistance. By providing agents with response drafts, the AI assistant decreases response time and enhances the fraction of resolved issues. Though, the final decision on the response content is made by an agent.

• CoSupport Customer provides up to 100% of response automation. The solution is developed to enhance the volume of processed conversations significantly and to scale up customer service rapidly and resource-efficiently.

The third solution in CoSupport AI’s portfolio, CoSupport BI, is hard to evaluate in terms of automation since its goal isn't response automation but delivering data for business insights through an AI chatbot interface.

CoSupport AI solutions integrate with all in-demand tools for customer service agents and team leads. Here is the list of possible integrations:

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

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

• 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.

If you’re not sure about the possibility of CoSupport AI products integration with your favorite tools, contact our team, and we’ll apply all our expertise to find a solution.