The advent of GenAl is radically transforming customer service. The adoption of RAG in customer service (Retrieval Augmented Generation) within support organizations is proving its potential to unlock a future in which customer support is not a cost center, but a value generator.
Squirro's cutting-edge Enterprise GenAI Platform technology is at the forefront of this revolution. By advancing GenAI beyond basic applications, we empower organiazations to implement RAG for customer support, helping them overcome the hurdles of traditional systems and move towards more intelligent customer service.
Overcoming the Challenges of Traditional Customer Support
Many support agents face operational inefficiencies: sporadic system outages, improvisation need, multi-tasking challenges, as well as a detachment of information and reliance on multiple systems. All of these factors cause irregularities in their workflow and force teams into a cycle of reactive support.
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Repetitive Problems |
Training Employees |
Clumsy Knowledge Flow |
| Common queries clog the support pipeline, leading to unnecessary delays and preventing ticket deflection. | Onboarding staff and new hires require significant time to become effective, creating a drain on team leads. Agent training – specifically re- and up-skilling – is also time consuming. | Multiple repositories or disconnected knowledge bases hinder agent awareness and proficiency due to limitations in internal knowledge search efficiency. . |
The Strategic Benefits of RAG in Customer Service
Unlocking the full potential of your support team requires efficient, responsive information retrieval. Combining LLM and RAG technology empowers your service agents with an optimized response flow and customer service.
Enhanced Focus on Complex Issues
Routine tasks such as ticketing and gathering of diagnostic information from customers can be reliably automated, enabling support staff to focus their time and effort on more complex or value-generating issues.
Faster Knowledge Uptake
Squirro connects siloed internal and external data sources via a robust data ingestion pipeline, providing a unified access point for efficient information retrieval. It elevates the performance of enterprise knowledge management by intuitively identifying and suggesting relevant responses for high-context information retrieval.
Crucially, it includes validation and traceability to ensure that the AI provides accurate semantic search results rather than hallucinations.
Advantages for Support Agents and Organizational Benefits
By streamlining information retrieval, Squirro empowers and supports agent assistance with the data and answers they need, leading to organizational benefits such as an 80% reduction in workload for support teams and higher customer satisfaction, alongside a 7% increase in Net Promoter Score (NPS) due to quicker resolutions and more effective feedback loops.
Seamless Integration: First Response, Copilot, and Automation
Integrating RAG in customer service offers modular solutions, each delivering significant benefits. This flexible approach allows businesses to tailor their support strategies with cutting-edge RAG AI technology, enhancing efficiency and customer satisfaction at every turn.
Starting with First Response to classify and escalate queries efficiently, moving through Copilot for real-time data access and informed interactions, and culminating in Automation for resolving inquiries with minimal human intervention.
- First Response:
- Analyzes, classifies, and escalates inbound request flows to human agents.
- Provides a first draft response for agents to use as a customer reply, speeding up response automation.
- Copilot:
- Integrates into any data storage setup with full enterprise-wide access control enforcement
- Retrieves information, summarizes, and allows you to chat with your documents, tables, etc., in real-time.
- Automation:
- Integrates seamlessly with your service request flow and all of your company's data, analyzing, classifying, and managing the entire client conversation.
- Analyzes, classifies, and manages the entire client conversation using a sophisticated generative model.
- Move directly from inbound request to resolution!
Ready to redefine your customer support experience with AI?
Book a demo with Squirro today and discover how our RAG use cases can transform your service strategy, driving unparalleled efficiency and satisfaction.
