AI Needs Intelligence to Enhance Customer Support

Human play chess against human

The introduction of artificial intelligence (AI) into customer support marked a transformative period, enhancing interactions with customers, reducing waiting times, and decreasing operational costs. However, it’s important to acknowledge that the integration hasn’t been entirely seamless, as illustrated by a notable incident involving Air Canada. Consider the case of Jake, who, while mourning his grandmother’s […]

Leveraging the Power of AI Technologies for Optimal Customer Support (Part II)

AI solutions synergy

Hybrid AI and its benefits to different support functions In our previous article, we introduced four AI technologies – Elastic Search, Semantic Search, Conversational AI, and Generative AI – that are transforming customer support. These technologies offer benefits such as improved search results, enhanced customer experience, and increased efficiency. However, their implementation has been limited […]

Leveraging the Power of AI Technologies for Optimal Customer Support

An Exploration of Conversational AI, Generative AI, Semantic Search, and Elastic Search Customer support has undergone a significant change with the rise of AI technologies like conversational AI, generative AI, and semantic search. These technologies offer numerous benefits for customer support applications but also come with their own set of challenges. In this article, we’ll […]

Building a Knowledge Portal Platform – Part three

The architect’s cut This is the third part in my ongoing series about how to build a knowledge portal platform, from the software architecture perspective. Read the previous part here. Horizontal scaling One of the proclaimed advantages of microservices is the ability to scale horizontally. All we need to do is to add more machines, […]

User Manual – Korra Platform

Index Introduction Korra.ai is a KnowledgeDiscovery Experience platform that allows you to connect your users to your knowledge very quickly and accurately. Korra was built to provide you with a tool to create a state-of-the-art search experience automatically, using AI, and a one-of-a-kind media player that can take your users to the exact spot inside […]

Why Conversational AI is the Future of Self-Service Support

Conversational AI, which is the integration of natural language processing (NLP) and machine learning (ML) technology, is quickly becoming the future of self-service support. While traditional self-service solutions like insight engines, knowledge base platforms, and chatbots have their own limitations, conversational AI can address them with its ability to understand user intent and provide personalized, […]

Building a knowledge portal platform – Part two

This is the 2nd post in my “knowledge portal architecture” series. See the first article and introduction here Pride In Performance – Which Performance? Imagine you ask a young, nerdish developer what’s the most important goal of his efforts in coding. What would be his answer? I would bet that the majority would go for […]

Why AI-Driven Customer Support Is The Right Solution for Midsize Companies

Small and medium-sized businesses (SMBs) face a number of challenges when it comes to providing best-in-class customer support. One of the most significant of these challenges is the so-called knowledge-discovery gap, which refers to the difficulty that customers often have in finding the information they need to resolve their issues or questions. This problem is […]

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