How GenAI tools with knowledge base integration can reduce customer support tickets?

Customer support ticket tools have revolutionized how customer queries are being handled. Instead of traditional phone-based or email-based support, customers can log in to a company’s support portal and interact with live support agents to solve their problems. Customer support tool vendors have enabled many companies to be more customer-centric and proactive in informing customers about product outages, production bugs, and so on. The advent of the GenAI tools such as ChatGPT, Claude, Perplexity, and so on, has completely changed how companies help their customers in a more personalized way whereby each customer is given a red-carpet treatment for their issues. This amplifies customer satisfaction leading to winning customer satisfaction and trust. This blog covers how the GenAI tool can help companies reduce the volume of support tickets without compromising customer satisfaction.

Understanding GenAI Tool with a Knowledge Base

Many companies have adopted GenAI-powered search engines such that it produces accurate responses to customer’s questions. Also, a chatbot powered by GenAI is providing a great interface to interact with your knowledge base. Instead of reading articles from the company’s knowledge base, customers can initiate conversations with documentation that they can fix their issues quickly, and learn more about the company’s product features, services, and so on.

Using a chat interface feels natural to customers and imitates the human way of interaction. This paradigm shifts the perspective of serving static content to content that needs to be updated dynamically. This means the underlying knowledge base needs to be updated promptly by the content creators. The knowledge base provides a single truth of information that customers can rely on. Using this knowledge base content enhances trust, thus making it a single stop to seek new information to fix customer issues. Many support tool vendors offer integrations with many knowledge base platforms so that there is an information exchange.

Benefits of GenAI-Powered Knowledge Base

Given the GenAI revolution, support ticket platforms must use GenAI-powered knowledge base platforms to reduce customer tickets and enhance customer satisfaction. They provide several benefits including

• Instant help: Customers can get help by having a conversation with a knowledgeable base to get accurate answers
• Reduced customer support team effort: Since many common questions are being answered by Chatbot (using an underlying knowledge base), this eliminates the need to create a customer support ticket
• Enhance content quality: The insights from customer questions can help to identify areas for improvement in the content

Also Read: Top 10 GenAI Tools for Customer Service You Must Explore

How Does GenAI-Powered Knowledge Base Reduce Support Tickets?

GenAI-powered knowledge base using a chat interface eliminates the need for customers to log in to the customer support portal to raise a ticket if required. Once the customer lands on the company’s knowledge base, clicking on search will open up the chatbot interface thus customer can start interacting with existing content right away. This boosts customers to self-serve and fix problems. Suppose the Chatbot cannot generate answers because of a lack of trusted content or information is not available.  There is no need to extra information to the support ticket as the chatbot might be able to understand

• Intent of the question
• Information unavailability in the knowledge base
• Gather all information relating to the question based on chat history
• Integrates with support ticket tool to raise the relevant support ticket (as required)

Chatbot can help customers quickly find relevant code snippets rather than browsing through lengthy articles.

Chatbot can produce comparisons between various functionalities

Future Potential of GenAI Support in Reducing Tickets

The Chatbot can also provide a way to identify knowledge gaps by analyzing all the customer-submitted questions.  This helps customer support agents/technical writers create respective content more quickly thus helping future customers to seek answers.

In the future, these Chatbots will be more proactive in telling a customer that some issues/outages are happening while the customer asks any relevant questions pertaining to the issue (that the company is already aware of). This proactive approach of notifying the customer in an interface will further reduce the volume of customer support tickets.

Also Read: Best Tools to Create CustomGPT for Your Business

Conclusion

The GenAI-powered Chatbot, on top of the knowledge base, provides more intuitive ways for customers to seek answers to their questions and raise support tickets for which the Chatbot could not provide solutions. This approach helps companies reduce the volume of customer support tickets as most common questions are automatically answered by the Chatbot intelligently. This also helps the customer support agent focus on high-value and high-impact tickets that need a more thorough examination of the issue.

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