CoSupport AI is a company that aims at delivering solutions to improve customer support and empower its clients with data-driven services. Using natural language processing (NLP), machine learning (ML), patented response acceleration technology, and a set of custom technical approaches, the company guarantees exceptional levels of assistance with various customer support-related processes. Additionally, it provides business intelligence to decision-makers. Three main products of the company are CoSupport Agent, CoSupport Customer, and CoSupport BI, aimed at increasing the efficiency and productivity of the customer support department.
Patented architecture for the AI-based solutions takes the special place in CoSupport AI’s set of approaches. This is a result of three years of research and hard work. It allows creating solutions that give a higher response rate than what ChatGPT provides. This allows users to be one step ahead of their competitors.
But let us take a step back and see why implementing AI solutions has become that popular in the customer support space. It has a direct connection with key performance metrics used in customer support. It’s one of the main areas requiring improvement and automation.
Key Performance Indicators
Customer support efficiency tracking and measurement involves many KPIs. They are used for goal setting, decision making, performance evaluation, benchmarking and issue identification among others. Here are some of the most important ones:
● Ticket Volume. The number of tickets customer support agents receive from customers in a given time frame.
● Ticket Resolution Rate. The percentage of tickets solved.
● First Response Time. The time it takes for a customer support agent to respond to customers for the first time.
● Average Response Time. The time it takes for a customer support agent to respond.
● Customer Satisfaction Score (CSAT). The metric is the actual feedback from customers on the service they get.
All these and other KPIs provide quantitative data that management can use to measure customer support’s performance.
This area involves huge volumes of requests, repetitive tasks and manual processing. That’s why it needs to be restructured and automated. With solutions from companies like cosupport.ai customer support can become more efficient and improve KPIs.
CoSupport AI and Its Benefits
With offering innovative AI solutions and patented technology, CoSupport AI helps companies to make their daily operations simpler and more efficient. However, the mission of CoSupport AI is more than just automation. The company builds their tools on small to large language models and machine learning algorithms. It means that their AI solutions constantly evolve, progress, and generate answers that resemble the ones provided by real human beings.
Take CoSupport Agent as an example. Being trained on huge datasets related to previous interactions with customers, the tool generates immediate responses to customers’ queries that customer support agents only need to validate and send. With the usage of deep learning algorithms, the tool provides more diversified examples and varied conversation styles. The agent has the possibility to choose what answer suits better and in the future output generation, the tool will consider this.
By adding CoSupport products to your CRM you will get:
● Saving time on processing customers’ inquiries. Instead of writing every answer manually, agents use the tool to generate it and send the answer. For routine and FAQ inquiries this saves agents time for more complex tasks.
● Faster response time. Since the tool is trained on your company data and customer historical data, the answer usually answers the customer question immediately. Agent doesn’t need to go to the history or find answers in company knowledge base. This saves time and customer gets answer much faster.
● Higher customer satisfaction rate. Since customers get answer in short time, their satisfaction increases and so do the chances of them becoming loyal customers.
● Unique solution for your own business. It’s a secure tool that is trained only on your company data. Customer data is also stored on separate server to avoid data leaks and breaches and to differentiate it from any other customer.
CoSupport AI and Zendesk
If your company already uses some CRM platforms, such as Zendesk, CoSupport Agent can be easily integrated with them to deliver and fulfill the set goals of increasing customer support effectiveness. Integrated into Zendesk directly, CoSupport Agent makes the working process simple and easy to navigate.
The customer support agents don’t need to open any separate windows or tools to get the response. With the seamless integration into the CRM tool, the customer agent works in the same working environment, which reduces their manual intervention to a couple of clicks only. Such an approach was intentionally chosen to allow the clients to start using the tools almost immediately after purchasing.
Summary
With the tech world moving so fast, AI for customer support is a reality and the future. CoSupport AI’s AI tools don’t only impact the work of customer support but modernise the day to day running of your business. Speed and simplicity are just a couple of words that describe the company’s products. Being ahead with AI means being one step ahead of the competition and putting customer at the heart of what you do.
