Automating Customer Service with AI

Short explanation

80% – 90% of the work performed by your customer service team can be automated - and it's surprisingly simple to implement.

In this short case study, I will demonstrate how our company uses CogniVis to implement such automations for our clients.

In short, our process involves three key steps:

Creating an AI Agent with Access to Customer Service Materials added to the Company's Knowledge Base

We develop an AI agent that has access to all relevant customer service materials, including FAQs, response templates, problem-solving guides, product specifications, return policies, and more.

Integrating the AI Agent with the Chosen Communication Platform

The AI agent is seamlessly integrated with the client’s preferred platform, such as Amazon, eBay, Shopify, traditional email, or any other customer communication channel.

Real-Time Analysis and Response Generation

Once connected, the AI agent analyzes incoming messages or the entire conversation history with a customer. Based on this analysis and the information from the knowledge base, it generates a precise and context-aware response.

The video below shows an example of such integration. Interestingly, AI can serve a customer in any language, while simultaneously preparing a draft message in a language that our human customer service understands.

In the example below, we see a message from a customer in German. Our AI agent uses it to create a draft response in English (so that our customer service, who does not speak German, can verify the message), then adapts it according to the command and finally translates it into the customer's language (i.e. German)

Detailed explanation

In today’s fast-paced digital landscape, customer service departments face increasing pressure to deliver quick, accurate, and personalized responses to customer inquiries across a variety of platforms.

To address this challenge, we have developed an innovative AI-powered system designed to automate and streamline customer service operations.

This system seamlessly integrates with any communication platform—whether it’s e-commerce platforms like Amazon, eBay, Shopify, traditional email, or any other channel used for customer communication.

By combining the power of artificial intelligence with a structured knowledge base, this solution revolutionizes the way businesses interact with their customers.

For our clients, we automate customer service in the following way:

Building a Corporate Knowledge Base

We create a centralized, internal "Wikipedia" for the company, serving as a comprehensive repository of information.

Dedicated Customer Service Section

Within this knowledge base, we establish a specialized section for the customer service department.

Populating the Knowledge Base

This section is enriched with all relevant materials, including:

  • Frequently asked questions (FAQs)
  • Templates for standard responses
  • Descriptions of common problem scenarios and their solutions
  • Product specifications
  • Return policies
  • Any other relevant customer support documentation

AI Agent Development

We create an AI agent that is directly connected to the customer service materials in the knowledge base. This ensures that every response generated by the AI is consistent with the company’s guidelines and policies.

Example of standardized customer service office responses that serve as a data source for an AI agent.

An example of product specifications that also serve as data sources for an AI agent

Platform Integration

The AI agent is integrated with the client’s chosen platform, such as Amazon, eBay, Shopify, traditional email, or any other customer communication channel.

Real-Time Analysis and Response Generation

Once connected, the AI agent analyzes incoming messages or the entire conversation history with a customer. Based on this analysis and the information from the knowledge base, it generates a precise and context-aware response.

Human Oversight

Finally, a human agent reviews the AI-generated response, either approving it directly or making adjustments as needed before it is sent to the customer.

This approach not only reduces the workload of customer service teams but also improves response times by 80-90%. Additionally, the AI agent consistently delivers highly accurate and effective solutions, outperforming human agents in many cases and significantly boosting customer satisfaction.

How to implement it

Contact Michal Szymanski from EO Poland and he will guide you through the CogniVis AI implementation process.

Contact
Michal Szymanski
About author
Michal Szymanski

Co Founder at MDBootstrap , CogniVis AI and AIFor.Biz / Listed in Forbes „30 under 30" / EOer / Open-source and AI enthusiast / Dancer, nerd & bookworm.

Author of hundreds of articles on AI, programming, UI/UX design, business, marketing and productivity. In the past, an educator working with troubled youth in orphanages and correctional facilities.