Role of AI-powered knowledge base in customer support

Customer support team plays a crucial role in ensuring customer satisfaction. They are the front-line staff providing customer service on a wide range of issues related to your product or services. The customer support function is valuable as it liaises with customers to understand their issues better, which can be fed back to enriching product experience or service delivery. However, customer support teams are being perceived as cost centers and overwhelmed with many tickets as the business grows.

In this webinar, Selvaraaju Murugesan discussed the modern ways for reducing customer support tickets without comprising customer satisfaction and achieving internal business metrics.

Key takeaways

• AI-powered knowledge base is a great solution to implement to help your customers self-serve and reduce the pressure on customer support teams.
• GenAI-powered search engine provides a ChatGPT-like interface to help your customers with accurate responses to their questions. This boosts customer satisfaction, and your chatbot can answer repetitive questions effectively.
• GenAI tools also help create content more quickly. Feedback from the customer support team can be quickly incorporated to update or create a knowledge base article using GenAI tools.
• Given the change in customer behaviours towards self-service and technology advancements, this webinar provided insights on utilizing GenAI capabilities to reduce customer support tickets.

About the Speaker

Selvaraaju Murugesan received the B.Eng. degree in Mechatronics Engineering (Gold medalist) from Anna University in 2004 and the M.Eng. degree from LaTrobe University, Australia, in 2008. He has received his Ph.D. degree in Computational mathematics, LaTrobe University. He is currently working as a Head of Data Science at SaaS startup Kovai.co. His interests are in the areas of Business Strategy, Data Analytics, Artificial Intelligence, and Technical Documentation.