The 3 Service Benefits of AI Customer Support

by | Customer Service

Midjourney depiction of "service benefits of AI customer support"
The customer support center feels like it is constantly facing difficult challenges. Agents can’t find accurate information, escalation rates have soared across the industry, customer responses can be inconsistent or inaccurate, and the dwindling of customer experience metrics create cause for concerns. However, there is hope with the arrival of AI Customer Support. In this article, we’ll explore the service benefits of AI customer support and how to improve three specific areas of your organization.
The 3 Service Benefits of AI Customer Support: image 1

How to Begin with Service Benefits of AI Customer Support

The difference between typical customer support centers and AI customer support is best understood if you imagine the experience of a new support agent.

Support agents can begin with minimal or no experience in the role. They’re asked to provide accurate answers quickly within a hectic environment where information can be spread across different silos. Juggling different applications or databases to find answers can create a strain on their decision-making — leading to inaccurate answers to customers. Agents may be so focused on increasing the speed of their responses, they never get a moment to become more knowledgeable about your organization. In the event they do gain that knowledge, it comes from a lengthy onboarding which can prove fruitless if the agent underperforms or chooses to pursue another opportunity.

This glimpse into a support agent’s day-to-day reveals how the typical setup for support centers can lead to inaccurate answers, poor knowledge retention, and lengthy onboarding. All of these can change with AI customer support.

9 Industry Leaders Already Delivering on the Promise of GenAI Read these GenAI success stories to learn from industry early winners!

Service Benefit #1 – Accuracy and Consistency

AI customer support significantly elevates accuracy and consistency in your agent’s responses to customer questions. Shelf’s Answer Assist utilizing advanced generative artificial intelligence (GenAI) to analyze interactions with customers and draws from your organization’s knowledge to provide answers. Since the product relies on your established knowledge management system, answers remain consistent. This eliminates inconsistency in your customer support which can come from independent agents attempting to interpret customer questions or manually search for information within your organization’s knowledge base. Answer Assist maintains a high standard of accuracy and ensure the right answer every time.

Midjourney depiction of two colleagues discussing the service benefits of AI customer support

Service Benefit #2 – Knowledge Integration

Answer Assist works because it integrates your organization’s knowledge and makes it accessible to your support agents. Whenever an answer is provided by Answer Assist, it cites the exact document that influenced the generated answer. If your organization’s knowledge changes — such as an update to your refund policy — then the answers provided will also change. Providing answers to your support agents with citations to specific documents ensures they gain familiarity with your organization’s knowledge and keeps them informed even as policies or procedures might change.

Service Benefit #3 – Cost-Efficient Onboarding

Providing greater accuracy and integrating your organization’s knowledge into an accessible product results in reduced time onboarding new agents. Traditional onboarding can take weeks or months before an agent is confident in their grasp of your organization’s knowledge. This onboarding process also requires taking an experienced agent off of their primary responsibilities to focus on bringing your new support agent up to speed.

Answer Assist mitigates this challenge by providing new support agents with immediate access to accurate and consistent answers, generated from the organization’s knowledge base. This means that new agents can quickly become effective in their roles without the need for lengthy onboarding periods, allowing experienced agents to focus on their core customer service responsibilities rather than spending valuable time training newcomers. The cost savings and efficiency gains in onboarding make Answer Assist a valuable asset for organizations seeking to streamline their support operations.

Service Benefit of AI Customer Support & Answer Assist

With AI-assisted products like Answer Assist, the day-today of a support agent is remarkably different than before. An agent can begin their position and with minimal onboarding focused on how to utilize Answer Assist, they can answer any question asked to them by a customer. The agent doesn’t need to worry about juggling multiple applications or silos because Answer Assist can retrieve answers from multiple locations. The accessibility and ease-of-use of your organization’s knowledge results in an agent who is immediately helpful at resolving customer questions. With one implementation, your support center can benefit from the service benefits of AI customer support including greater accuracy, better knowledge integration, and reduced onboarding costs. This contributes to your support agents becoming entry-level experts.

The 3 Service Benefits of AI Customer Support: image 1
Shelf prepares organizations for a future with artificial intelligence. Our products offer a reliable, trusted, and secure way to scale organizational knowledge, boost performance, and improve customer satisfaction. Learn more about our transformative products and subscribe below to get updates from Shelf.
The 3 Service Benefits of AI Customer Support: image 3

Read more from Shelf

May 17, 2024Generative AI
The 3 Service Benefits of AI Customer Support: image 4 How GenAI Transforms Every Aspect of Data Consumption and Interaction
From the Library of Alexandria to the first digital databases, the quest to organize and utilize information has been a reflection of human progress. As the volume of global data soars—from 2 zettabytes in 2010 to an anticipated 181 zettabytes by the end of 2024 – we stand on the verge of a new...

By Jan Stihec

May 16, 2024RAG
The 3 Service Benefits of AI Customer Support: image 5 Why RAG Systems Struggle with Acronyms – And How to Fix It
Acronyms allow us to compact a wealth of information into a few letters. The goal of such a linguistic shortcut is obvious – quicker and more efficient communication, saving time and reducing complexity in both spoken and written language. But it comes at a price – due to their condensed nature...

By Vish Khanna

May 15, 2024RAG
The 3 Service Benefits of AI Customer Support: image 6 10 Ways Duplicate Content Can Cause Errors in RAG Systems
Effective data management is crucial for the optimal performance of Retrieval-Augmented Generation (RAG) models. Duplicate content can significantly impact the accuracy and efficiency of these systems, leading to errors in response to user queries. Understanding the repercussions of duplicate...

By Vish Khanna

The 3 Service Benefits of AI Customer Support: image 7
9 Industry Leaders Already Delivering on the Promise of GenAI Read these GenAI success stories to learn from industry early winners!