Enhance Customer Support with AI: Beyond Tier 1 Solutions

Discover innovative AI applications in customer support beyond tier 1 ticket deflection. Learn how AI can assist with complex issues, knowledge gaps, and more.

Enhance Customer Support with AI: Beyond Tier 1 Solutions
Created time
Oct 7, 2024 05:00 PM
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Oct 7, 2024
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The 'obvious' use case everyone uses AI in customer support is for tier 1 ticket deflection

But what if you have more tier 2, complex tickets, how can AI help you?
 
  1. Use AI to identify gaps in knowledge
      • AI agent tools can show you commonly asked, but unanswered questions, where your docs might be lacking right now
  1. Use AI co-pilots
      • Even if they aren't responding to questions directly, they can come to your human agent's aid by finding useful data, docs or policies, way faster
  1. AI for investigating
      • There are a whole host of tools out there that can plug into logs or other data sources to help you identify and resolve user issues faster
  1. AI alerts
      • You can use AI to quickly set up complex alerting or monitoring rules to flag potential issues before they happen
  1. Creation of troubleshooting tools
      • By sharing guides and playbooks with AI chatbots you can now make specialised bots to help troubleshoot common issues and collect data from users
 
Have you seen any other interesting applications of AI aside from the obvious ones?
 

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Written by

Mike Heap
Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.