AI Ticketing and Customer Service Management

If you’ve ever found yourself in a mindless exchange with an underperforming customer service bot, you’ll appreciate just how vital the quality of customer service management is to customer satisfaction and brand reputation. Surveys confirm that customers are more likely to make repeat purchases with companies that offer excellent customer service, and even pay more for products and services from companies known for delivering superior customer service. 

With the rise of GenAI, businesses see an opportunity to transform their customer service management towards higher productivity and customer satisfaction. But despite widespread agreement on its value, a survey by the consulting firm McKinsey found that many are struggling to harness its potential. Reasons include challenges scaling from pilot to production, lack of AI maturity and governance, and limits of existing technologies or operating debt.

Businesses See an Imperative to Unlock Value With GenAI

Still, over 80 percent of respondents predicted growth in their investments in GenAI over the next two years, be it to deploy customer self-service bots, extract customer intelligence from conversations, hyper-personalize the customer experience, or improve knowledge-based search. 

And transforming direct customer interactions is just the tip of the iceberg. Behind the scenes, GenAI can have an even greater impact by supporting help desk support specialists by automating ticket resolution, retrieving relevant information, and automating routine tasks. This increases the capacity of business’s support teams, leading to faster turnaround times and higher-quality service for customers. 

At Squirro, we have developed an AI customer service management platform that leverages enhanced retrieval augmented generation (Enhanced RAG) to drive excellence in customer service management. Offering a superior support experience while streamlining operations, the platform can transform customer support from a cost center into a value generator.

Game-Changing Performance, Seamless Integration

The biggest fears holding back the deployment of GenAI in front-of-house operations arise around reliability, accuracy, and trust. Particularly when they lack access to all relevant data, LLMs run the risk of confidently asserting factually false information, or hallucinating.  

Fears surrounding accuracy and reliability are often compounded by perceived risks regarding safety, privacy, compliance, and regulatory issues. And that’s before we even get into the perceived challenges of integrating solutions into existing systems and workflows. 

At Squirro, our response to these fears is Enhanced RAG, which improves large language models by retrieving relevant information from multiple unstructured and structured data sources. By exploiting semantic search and knowledge graphs (graphRAG), it enhances the accuracy, reliability, and currency of outputs while addressing common challenges like misinformation. 

Designed from the ground up to integrate seamlessly into existing service management setups, the platform augments existing processes, offering advanced connectors that facilitate integration with knowledge management, CRM, and ERP platforms. The platform has proven itself in some of the most challenging environments in central banks, regulatory agencies, and telecommunications companies.

Enhanced Customer Satisfaction

Take a minute and think back on a negative customer support experience you’ve had in the past. What, specifically, made it disagreeable? Was it the long turnaround time, difficulty in articulating the details of the problem, an irrelevant or inaccurate response, or simply the support agent’s tone? Pay close attention – the  frustration it caused might still trigger a physical response. Our Enhanced RAG platform provides GenAI solutions with all the data they need to enhance customer support on all these levels.

• Automated ticket classification and routing supported by machine learning models trained on historical data. AI ticketing and classification ensures that support requests are transferred immediately to the support agent best suited to provide an answer.
  
  
• Automating response generation with up-to-date internal data helps customer support teams offer swift and accurate responses to customer requests. Generative AI provides a consistent tone of voice and quality, despite widely fluctuating topics and high volatility in the customer support teams.
  
  
• Exploiting customer data and insights gleaned from past interactions, Enhanced RAG can help companies create a linguistically, geographically, and culturally fine-tuned customer experience that sets them apart from their competitors.
  
  
• Sentiment analysis and feedback from customer interactions can fuel continuous learning and adaptation, increasing customer loyalty by offering a service that improves itself to meet customer expectations.
  
  
• Streamline the account opening and onboarding process to enhance the customer experience. By leveraging Enhanced RAG, our platform reduces onboarding time, making it easier for new customers to start their journey with you.

Streamlined Customer Service Operations

Customer-facing businesses are equally aware of the operational burden that customer service management can represent. Despite its critical importance in nurturing customer satisfaction and building customer loyalty, customer service is up against rising expectations at a time when purely human support teams risk being overwhelmed, poorly exploited, and blind to valuable patterns hidden within exchanges with customers. 

• Leveraging Enhance RAG, our platform helps overcome these challenges, streamlining operations and mining previously untapped value by augmenting human service agents - all without losing the human touch that customers appreciate. 
  
  
• By providing service agents with quick access to relevant information and suggesting responses, our AI ticketing and service management platform identifies common issues and improves resolution times, boosts accuracy, and slashes costs. 
  
  
• Automating routine tasks further streamlines service processes and reduces agent workload, improving overall productivity, reducing operational costs, and leading to better agent retention. 
  
  
• Using AI to proactively identify trends and potential problems and anticipate and resolve issues before they escalate enhances service quality, offers an overall smoother customer experience, and reduces customer churn. 
  
  
• Access to relevant regulations and access control lists ensures that responses meet corporate requirements in terms of compliance and data privacy, while enterprise-grade security facilitates integration of the solution into existing security environments. 
  
  
• Finally, the platform’s detailed reports and dashboards offer value-adding insights into service performance, customer sentiment, and operational efficiency, supporting data-driven decision-making and continuous improvement efforts.

Excel in AI Ticketing and Customer Service Management with Precision Engineered AI

To learn more about how the Squirro Service Management Platform can revolutionize your service efficiency, download our dedicated Service Management Business Handbook. 

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