Evaluating AI for Customer Support? Involve Your Team from the Get-Go

AI wears many hats. From generating images to identifying supply chain trends to improving sustainability efforts, AI continues to provide extraordinary value to businesses worldwide. One emerging function of AI is tech support, and a handful of solutions are available that claim to resolve incidents more efficiently.

Below is a brief primer on evaluating AI for B2B technical support, explaining exactly how AI-customer service can provide immense value across help desk environments. 

The 4 Components of Case Resolution Support

A study that connects AI and employee productivity revealed that IT support agents handled 13.8% more customers per hour with the aid of AI. 

This isn't some sort of high-tech magic trick. AI helps IT teams focus on four key tasks, resulting in a slew of benefits. 

Empower Customers to Resolve Issues Independently

A long-term goal of any customer service desk is to see the number of tickets decrease. AI can't manage every case, but GPT-powered chatbot agents are excellent for allowing customers to handle minor issues independently without involving a human representative. AI service agents can use programmable prompts to guide customers in solving many common problems, like software updates. These self-help channels help deflect tickets, which boosts productivity and allows IT teams to focus on resolving more pressing, complex issues. 

Complex Tickets

Ticket analysis is crucial to lowering resolution time, as similar tickets can get mixed up, and result in rework, lapsed communication, and frustrated customers. AI-powered IT software can run speedy analysis of all tickets, to understand what cases are resolved and unresolved. From there, it closes all finished cases, allowing teams to focus only on relevant work. 

Case Resolution 

The right AI software can improve resolution times by up to 40%. It does so by reducing the number of mistakes related to human error and the time it takes to move cases along the IT support pipeline. Integrating AI and machine learning can also leverage predictive analytics to analyze a customer issue and point them in the right direction at a much faster rate.

Knowledge Capture

Identifying trends is critical to enhancing customer support. AI helps tap into vital reporting by harvesting data with each ticket request. It aggregates the data and spits out action-oriented suggestions and insights that improve the IT team's ability to resolve cases, resulting in happier, more satisfied customers. 

Harness the Full Power of AI Case Resolution Support

AptEdge harnesses the latest generative AI tech that cuts straight to the heart of quality IT support. Our customer-first solutions strike a rare balance between speed and effectiveness and can be seamlessly integrated to increase agent efficiency, lower resolution times, and improve productivity. 

Consider leveling up your help desk by partnering with AptEdge. Better yet, see it in action and schedule a demo today.