Using AI in technical support offers numerous advantages for your company. This technology helps increase efficiency, speed up problem solving, and improve customer satisfaction.
However, 78% of IT leaders say that they need to learn more about the technology before making significant investments. If you are part of this group and still have questions about how to use AI in technical support, read this exclusive article.
What is AI in technical support?
Artificial intelligence (AI) in technical support refers to a set of technologies that use mathematical models to learn, understand, and solve problems, and it can adapt to different languages and make decisions.
The use of AI in IT enables faster and more accurate resolution of technical problems. It also frees up human agents to focus on more complex issues.
For example, AI can analyze large amounts of data to identify patterns and predict failures. It can also automate answers to common questions and provide real-time assistance during customer interactions.
In short, this technology not only improves operational efficiency, but also increases customer satisfaction, ensuring fast, proactive, and personalized technical support. It’s no wonder that a survey conducted by Deloitte shows that 70% of all companies surveyed will invest in AI for their businesses.
Benefits of AI in customer service
The three main benefits of AI in customer service are:
- The ability to use technology to create personalized experiences while meeting customer needs;
- Integration of data and insights for more assertive interactions;
- Automation of tasks.
AI uses in technical support
Artificial intelligence for customer service is constantly evolving so that it can be used in different stages of the customer relationship, from pre-sales to post-sales.
In addition, its advancement has expanded the uses of AI. Here are some of the key uses of AI in technical support:
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L1 service resolution
Artificial intelligence has revolutionized the daily routine of IT professionals. This is especially true for Level 1 (L1) service, which often involves frequent basic and repetitive questions.
In these cases, it is possible to feed the AI knowledge base with information from your business. Then, by providing automated responses, the AI-based chatbot enables real-time resolution of user inquiries with assertive solutions and without requiring human intervention.
This automation significantly improves service efficiency, allowing support teams to focus on more complex issues. In addition, the use of AI in customer service continuously learns from each interaction, so it becomes more effective over time, resulting in a fast and satisfactory customer experience.
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Faster responses
By integrating AI into technical support, answers can be automated and delivered almost instantly. This is done using algorithms that analyze the knowledge base and provide appropriate solutions in real time.
Therefore, it can dramatically reduce service wait times, which is critical in a customer support environment where every second matters. By automating responses to frequent or low-complexity questions, your teams can focus on more challenging and specific issues, increasing the overall efficiency of support.
This way, automated IT tools can help your company improve customer satisfaction. After all, customers receive more effective and proactive service.
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Audio transcription
Audio transcription is a basic feature of AI for IT, especially in the omnichannel environment. In the Milvus platform, this tool allows voice messages from customers to be automatically converted into text.
This functionality provides a complete and detailed view of customer requests, regardless of the channel through which they were submitted. It also makes it easier to analyze and monitor customer service history.
As a result, it improves the efficiency and quality of customer service. This feature is also critical for multichannel support, as it enables the integration of data from different communication channels.
Therefore, in an environment where customers expect fast and consistent responses, the AI tool is a differentiator.
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Spell check of agent responses
An automated spell check of agent responses adds a level of professionalism and clarity to customer communication. By integrating AI into technical support, spell and grammar check is no longer dependent on humans.
AI identifies and corrects errors in real time before responses are sent. It maintains customer trust by ensuring well-written messages that convey credibility and avoid misunderstandings.
In addition to improving the quality of communication, automated spell check also helps improve the efficiency of support teams. By reducing manual check, agents can focus on resolving issues quickly and effectively.
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Data analytics
Analyzing data generated from customer interactions is critical to improving your company’s technical support. It helps you identify trends, patterns of behavior, and areas for improvement.
AI tools can help interpret data to make more informed decisions. As a result, organizations can gain insights that continuously improve the efficiency and effectiveness of technical support, resulting in a great customer experience.
How to train your technical support agents to use AI
According to the Global AI Adoption Index 2022 study conducted by Morning Consult, 41% of companies in Brazil are already using AI in their operations. This is largely due to the fact that AI has become more accessible to 56% of these companies, and it is now included in standard business applications for 48%.
However, in addition to deploying the technology, training the technical support team to use AI is an essential step. The first step is to make sure everyone understands how the technology works and how it can be applied to technical support.
It’s also important to ensure that your team is familiar with the specific tools being used, whether in new processes for feeding the AI knowledge base or in routine tasks.
In addition, as AI continues to evolve, ongoing training and updating of team skills will be essential to maintain efficient technical support in line with market practices.