From automating routine inquiries to providing context-aware recommendations and tailored solutions, generative AI is set to reshape the support ecosystem, driving innovation and unlocking new realms of operational efficiency. At Actioner, we harness the power of generative AI at every stage of support management for enhanced efficiency and productivity.
Our approach empowers support agents to use AI for instant responses to repetitive questions, smoothly transitioning to human teams for complex issues, boosting customer satisfaction while cutting costs. Support agents are equipped with an AI assistant (copilot) trained on your company's knowledge, tickets, and apps, powered by an enterprise-grade AI platform leveraging the LLM of your choice.
Below, let’s see how we leverage AI at various phases and functions of customer support, as we define these phases as: Identification -> Triage -> Deflection -> Resolution -> Knowledge Management -> Follow-up.
Identification & Ticket Creation
Ticketing a request can be done in different ways. In each case, the user can define which fields are mandatory and which custom fields to use. This way, AI eliminates tedious manual work for both customers and agents.
- Emoji-Based Ticket Creation: A Slack message describing the request can be followed by an emoji, which triggers ticket creation. Tickets can be created automatically, and necessary ticket fields updated. Alternatively, the emoji can trigger the ticket creation action, displaying a form with AI-powered completion based on the request context. This allows the user to review and update the AI-suggested field values before creating the ticket.
- NLP-Based Ticket Creation: Users can create a ticket automatically using natural language processing (NLP). AI-powered ticketing interprets user’s message in Slack, understands the user's intent and either creates the ticket automatically or provides control for the user to create and update the ticket.In case tickets are created automatically from Slack messages, it’s important to automatically group consecutive messages into the same ticket instead of creating a ticket per message.
In case tickets are created automatically from Slack messages, it’s important to automatically group consecutive messages into the same ticket instead of creating a ticket per message.
Routing & Triage
Actioner uses AI to automate request routing, ticket syncing, and triaging. AI detects the user’s intent and routes the ticket to the right agent or triage channel based on the intent category and the matching agent/channel. AI can identify categories after training or adhere to manually set categories.
Deflection
Actioner leverages AI to provide effective self-service ticket deflection options for customers. These include answering customers' questions from knowledge bases, FAQs, and other resources. AI resources are continuously updated by customer feedback and synchronization with company data.
A cutting-edge approach Actioner applies to deflection is automated actions. Certain actions, such as password resets and software access, can be automated through Actioner’s platform, allowing for efficient and safe deflection.
Prioritization
Actioner lets AI prioritize issues based on keywords and urgency, ensuring critical matters are addressed promptly. AI can determine urgency from fields like impact and remind agents of SLA metrics. Sentiment analysis further helps prioritize issues by evaluating the emotional tone of customer messages.
Resolution
Actioner offers a no-code workflow and AI-assistant builder for flexible, customizable solutions. As a best practice, we recommend not automating everything, maintaining human interaction, and using AI to assist agents during the resolution process. Human-in-the-loop automation minimizes the risk of faulty resolutions and allows agents or customers to review AI suggestions before approval.
During resolution phase, AI can assist by:
- Interacting with systems and applications to perform various tasks through natural language interactions.
- Providing context summaries by reviewing past interactions and tickets.
- Recommending resources for resolution and handovers.
- Updating stakeholders on status changes.
- Reminding agents of SLA deadlines and similar issue resolutions.
Knowledge Management
Actioner leverages AI to build and maintain knowledge bases for deflection and documentation purposes. The knowledge base serves both customers and support agents by providing self-service options and fast answers to questions. AI integrates with various sources like help centers, Q&A sites, company tools, and Slack conversations, continuously updating the knowledge base with the latest information.
Follow-Up & Feedback Management
Following up with the customer after resolving their issue ensures satisfaction and verifies the effectiveness of the solution. Actioner leverages AI for follow-up through in-chat CSAT surveys, collecting improvement suggestions for the knowledge base and product, and integrating them with the product backlog. This additional engagement enhances customer relationships and provides valuable data for continuous improvement.
Conclusion
In conclusion, Slack-based customer support offers a transformative approach to managing customer interactions in today’s fast-paced business environment. By leveraging the real-time communication capabilities of Slack, businesses can enhance customer satisfaction, streamline support workflows, and improve overall efficiency. Actioner's comprehensive strategy, focusing on integrating robust tools, training teams, and utilizing AI, ensures that companies can successfully implement and scale Slack-based support.
The benefits of adopting a Slack-first approach are manifold, from increased organizational visibility and better SLA management to enhanced agent productivity and personalized customer service. However, it is essential to address the challenges, such as scalability and effective AI implementation, to fully realize these benefits.
By embracing a Slack-first culture, businesses can not only meet but exceed customer expectations, fostering loyalty and long-term success. This guide has provided the necessary insights and practical steps to implement this innovative support model effectively. We encourage you to take these insights and apply them to your support processes, ensuring that your business remains at the forefront of customer service excellence.