Alex RaineyAlex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
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Created time
Aug 9, 2024 09:00 PM
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Aug 9, 2024
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ai-first-saas-transforming-customer-support-with-automation
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Outcomes > Outputs
Today, we're used to receiving outputs when it comes to SaaS products. We provide an input and it gives us a consistent output. An employee likely needs to use many different SaaS products + outputs to complete a specific task and deliver the ultimate outcome.
AI gives us a paradigm shift. Because the next generation of AI-first SaaS products will deliver the entire outcome. Like a micro-employee on auto-pilot.
Consider Customer Support
To solve a support ticket, an agent needs:
- Public help docs
- Internal help docs
- Support messaging/email platform
- CRM for customer plan info, etc.
An agent will need to look at these different information sources, consider the customer's unique situation/background, and use their intuition and intelligence to write a response. Hopefully the response solves the customer's issues, which is the desired outcome for the agent.
But with an AI-first customer support platform, the entire thing runs on auto-pilot. Working to resolve the customers questions and issues, without involving any support agents. Agents are only brought into the loop for the small minority of cases that need a human touch.
Written by
Alex Rainey
Alex is an experienced CTO and founder who largely focuses on all the technical areas of My AskAI, from AI Engineering, Technical Product Management and overall Platform Development.
