Think of your support agents as pilots in a cockpit. Now, imagine pairing them with an intelligent AI wingman that ensures every flight is efficient and successful. This partnership excels when both, the human and the AI agent, combine their strengths to solve unique customer service challenges.
There are certain aspects of AI that give support teams a real edge in decoding complexity and working more efficiently. For instance, natural language processing helps them instantly understand customer intent, no matter how a query is phrased. Predictive analytics highlights patterns and anticipates issues before they escalate. Together, these AI-driven capabilities empower support teams to operate with clarity, precision, and speed.
In this blog, we present some special AI features that act as powerful tools for handling customer support. These innovations give businesses the added advantage they need to stand out from the crowd.
Also read: Human + AI: The Power Duo Behind Next-Gen Customer Service
Your AI wingman on the ThinkOwl platform
We understand the need for speed and why delivering exceptional customer service is your support team’s ultimate goal. ThinkOwl offers some special AI features that leverage large language models (LLMs) that enable them to work smarter, not harder. Take a look:
- AI answer generation: Powered by Generative AI (GenAI), this feature drafts responses for customer queries based on their context. GenAI uses natural language processing (NLP) to make it ideal for agents to answer queries by matching their tone and personalizing the entire conversation. This feature is integrated with internal databases, which allows agents to keep the conversation relevant by providing precise answers.
- AI summarizer: The AI summarizer automatically and accurately compresses lengthy customer exchanges into concise and relevant summaries. It also threads together all the conversations by pulling them from various sources and displays to your agents in a unified view. This allows agents to quickly understand the customer issue without going through lengthy historical conversations.
- AI translation: The AI translation feature uses AI and machine learning (ML) algorithms to analyze large amounts of text data and translate text from one language to another. Support agents can overcome linguistic boundaries and serve global customers efficiently by translating customer queries and responding in their native language in a matter of seconds.
- AI sentiment analysis: Sentiment analysis uses an NLP technique to understand a customer’s sentiment expressed in their messages. AI extracts valuable insights from customers’ feedback, reviews, and social media interactions and helps support agents understand customers’ opinions and attitudes towards their product or service.
- AI voicebot: AI voicebots powered by conversational AI are revolutionizing communication by making it faster and more natural. Using automatic speech recognition (ASR) and NLP analysis, an AI voicebot understands the intent behind a customer’s voice message and smartly generates a fitting response. Voicebots analyze speech patterns and get smarter over time, automating routing tasks and freeing up human agents to handle more complex queries.
- AI suggestions: AI guides support agents to work smarter, not harder. They provide intelligent suggestions, auto-fill responses, prioritize tasks, and surface relevant information instantly. By removing guesswork and simplifying workflows, AI reduces agent stress, creating a calmer and more focused support environment.
Also read: Navigating The AI Landscape: General AI And Generative AI
Conclusion
Contact centers have realized that AI is not a substitute for human agents but is their intelligent AI wingman that amplifies their capabilities. Organizations do not need to look for 5 different tools to smartly serve their customers when they can choose ThinkOwl and get everything under one hood. Our powerful LLM add-on offers advanced features that enhance agent performance to handle complex and time-sensitive customer issues with speed. Explore solutions by ThinkOwl, and sign up for a free demo!