How to Use AI for Smoother Customer Journeys and Seamless Customer Support

Team Avatar - Errol Schmidt
Errol Schmidt June 4, 2024

AI Business Use Case #1

Knowledge Retrieval Explained in a Business Context

Before I delve into AI knowledge retrieval, let me begin by defining what it is in simple terms. AI knowledge retrieval is a technique AI systems use to find and access relevant information in response to a user's query. It's a fancy way of saying the AI is searching its knowledge base to answer your question. AI knowledge retrieval relies heavily on Natural Language Processing (NLP). NLP is a core technology that acts as the bridge between your questions and the information the AI can access. I'll explore NLP in more detail later, but for now, here's a video from Kane explaining knowledge retrieval in a business context.

We've all been there: you encounter a minor issue with a new product, a question pops into your head, and instead of wrestling with a potentially labyrinthine user manual, you head straight for customer support. This scenario plays out countless times a day, creating a bottleneck for both customers and support teams.

man on phone with user manual

The Struggle is Real: Endless Hold Times and Unused Manuals

Customers crave a quick and easy solution. Sifting through dense documentation can feel like a chore, leading them to bypass the manual and seek immediate assistance from a representative. The result? Long wait times and frustrated customers, while support reps find themselves bogged down by a constant stream of repetitive inquiries.

frustrated customer and frustrated customer support

There's a Better Way: AI Knowledge Retrieval

The good news? The age of endless hold times and unused manuals is coming to an end. Artificial intelligence (AI) is ushering in a new era of customer support, with AI knowledge retrieval tools leading the charge. Here are some real life examples to give more context to this powerful AI tool.

Amazon Q

+“Amazon Q in Connect uses conversational analytics and natural language processing (NLP) to automatically detect customer issues. It also uses generative AI to provide agents real-time responses and recommended actions, with quick access to relevant knowledge articles and documents.”

Amazon_Connect

AWS Supply chain

+"AWS Supply Chain unifies data and provides machine learning–powered actionable insights, built-in contextual collaboration, and demand planning."

AWS Supply Chain

+ denotes: data is sourced directly from Amazon Q

Imagine having a smooth system powered by AI where customers can instantly find the answers they need, right at their fingertips. AI knowledge retrieval tools analyse vast amounts of data, including user manuals, FAQs, and past support interactions. They then leverage this knowledge to provide intelligent search functionalities, allowing customers to get the information they need quickly and efficiently.

Check out reinteractive's use case example. The reinteractive AI trained on reinteractive's blog content

Transforming the Customer Experience

The benefits of AI knowledge retrieval extend far beyond just reducing wait times. Here's how it can transform your customer experience:

  • Empowered Customers:
    Customers feel empowered to find solutions independently, fostering a sense of self-reliance and satisfaction.

    empowered customers

  • Improved Efficiency:
    Support teams are freed from repetitive inquiries, allowing them to focus on more complex issues.

    support more efficient

  • Reduced Costs:
    By deflecting basic questions to AI-powered solutions, companies can see a significant reduction in support costs. For example: Imagine Company A paying hefty fees to Company B for every logged support issue. Most of these could be easily solved in-house with AI-powered user manuals. These manuals can efficiently retrieve relevant data before a support call is even needed, significantly reducing overall support costs.

    cost management

  • Increased Customer Satisfaction:
    Faster resolution times and a more streamlined support experience lead to happier and more loyal customers.

    repeat customers

AI knowledge retrieval tools are no longer a futuristic vision; they are a tangible reality within your grasp. By exploring solutions like Kane's demo, you can witness firsthand how AI can advance your customer support and empower both your customers and your team. Take the first step towards a frictionless customer experience today.