For any business to thrive, customer support is key. With technological advancements in today’s competitive landscape, it has become easier for businesses to keep track of their customers and provide the best customer experience possible.
To do so, the customer support teams should be well-equipped with the right tools to take the support experience to the next level.
Enter GenAI, a transformative technology to empower customer support agents in a way that enhances their efficiency and productivity, leading to reduced resolution times and improved customer satisfaction.
How, you may ask?
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Intelligent Case-Routing
Sometimes it happens that an agent has multiple complex tickets based on his skill. However, this increased number of tickets leads to employee burnout and impacts the efficiency and productivity of the support agents. Not only does this increase the resolution time but also adds to customer frustration thereby affecting the customer experience.
To prevent this, the system provides the support managers with a list of recommended agents that can solve the case so that the manager can assign the case to the agents manually ensuring that the best possible agent handles the case.
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Streamlining the Content Findability
Finding the right information at the right time is very crucial for support agents as it saves their time to resolve the customer query. With Gen AI-powered solutions, content findability has become easier for the support agents to locate the information required to solve the case.
These solutions can assist the support agent by providing a list of top articles that were being used to solve similar types of cases leading to reduced turnaround time and mean time to resolve. Not only this, but they also provide real-time insights and information about the customer’s past interactions and multiple touchpoints that would help the support agent provide a hyper-personalized experience.
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Improving Agent Productivity with Case Summarization
Another hurdle in the path of support agents is to create a case summary which in itself is a tedious task. It takes significant time for the agents to take note of critical information related to the case and then take action accordingly. This leads to increased resolution time and hampers the agents’ productivity.
With the help of GenAI and Large Language Model powered solutions, it has become easier to summarize cases. These solutions auto-generate case summaries both brief and detailed based on the customer interactions, for quick and effective decision making. The actionable summaries thus generated, are helpful for both quick reference and in-depth analysis, thereby speeding up the resolution process and improving agents’ productivity.
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Assisting for Initial Response
Sometimes agents are already occupied with multiple tickets and are unable to respond to upcoming tickets. Due to their limited bandwidth, it becomes challenging for them to respond quickly to new tickets.
GenAI solves this problem by assisting in generating the first response to the customer query. This not only buys time for the agent to solve that ticket but also, reassures the customer that their case is being handled. Not only this, the features like response assist, formulate the responses based on the stage of the case and the types of comments received. It also allows agents to adjust the tone of the responses to make them more personalized and well-crafted.
There are a few GenAI-powered solutions that also allow the support agents to alter the generated responses as per the ongoing conversation thus, providing control in the hands of the agents.
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Case Timeline Overview
When an escalated ticket reaches a support agent, he spends significant time in understanding the customer journey before the case creation, including the current status, multiple touchpoints, sentiment and so on. This affects the resolution time and thereby impacts customer satisfaction as well.
To save the agents from this hassle, our GenAI-powered solutions, with their advanced features provide a comprehensive overview of the entire customer journey before the case creation, highlighting key interactions, and providing a zoomed-out view that shows the current status and sentiment at each node. Additionally, it also tells the agents, the number of agents that have worked on the case, how long the case has been open, and the time spent by each agent on the case. This information ensures a complete understanding of the case without missing a single detail, thus saving agents time.
Ready to Harness the Power of GenAI?
So far, we have crystallized the fact that GenAI is playing a transformative role in customer support. We can expect that organizations will start to invest more in these solutions to stay ahead of the competitive curve.
Now is the right time to make a decision…
Invest in GenAI-powered Solutions to enhance the productivity of your support agents. Find solutions with advanced capabilities to achieve customer support excellence.
To help you with this, SearchUnify’s Agent Helper is at your service!
Built on Generative AI, it is the solution for all your customer support needs.
Curious to know more? Request a demo!
