Advanced chatbots leveraging AI and large language models are a new resource enabling businesses to serve their customers more effectively. Avatars Intelligence’s avatar is a supplementary resource for customer service teams, designed to ease their workload by responding to common questions on company websites and via email. The avatar’s knowledge is based on existing information available on the client’s website and any additional materials provided by the client. This reduces the workload of customer service teams, ensures 24/7 availability, and allows agents to focus on more complex tasks.
Challenges in Information Retrieval and Inefficient Email Processes Burden Customer Service
Customers often visit websites to find the information they need. However, due to the abundance of content, they may flood customer service with simple queries that could otherwise be answered using available website resources. This challenge in navigating online information can be frustrating for both customers and customer support. Many businesses experience high website traffic but lack sufficient resources to offer personalized customer support.
Handling customer inquiries is labor-intensive when emails are manually composed, or templates are hidden under multiple clicks. This process consumes significant customer service resources, resulting in longer response times and service bottlenecks.
Reducing the Burden on Customer Service with AI
AI-powered solutions can ease the constant pressure on customer service teams. Setting goals and defining metrics for measuring success are critical to achieving desired outcomes.
| Goal | Solution | Metrics |
| Enhancing customer service efficiency | The avatar drafts email responses for the customer service representative to review and approve | Number of inquiries handled per shift |
| Faster onboarding for new employees | A personal assistant familiar with company practices and workflows | New employee’s ability to operate independently |
| Reducing team workload | Deploying an avatar on the website | Decrease in FAQs across other channels |
| Improving service availability | Avatar available 24/7 on the website | Number of customers served outside office hours and reduced response times |
| Allowing agents to focus on complex tasks | Avatar handles FAQs and guides customers to relevant forms and pages | Number of FAQs resolved by the avatar and total customers served |
| Expanding multilingual service capability | Avatar communicates in the customer’s preferred language | Number of interactions handled in foreign languages. |
The Solution: AI-Powered Customer Service Assistant
The solution is built on three key components that utilize the client’s data and AI to ensure the best possible customer experience and improved efficiency for the service team.
- 24/7 Website Avatars for Different Customer Segments
Avatars, powered by generative AI, process large volumes of information and engage in chat-like conversations based on their programmed knowledge. These avatars are tailored to meet specific customer needs, determined by discussions with the client about their customer segments and typical information requirements. This allows for customized solutions, such as avatars serving two different target audiences. The avatars communicate based on provided instructions and data and are easy to integrate into the client’s website. Their appearance can also be customized to match the company’s branding.
2. AI Assistant for the Customer Service Team
The avatar designed for the customer service team can utilize internal documents, website content, and employee instructions to provide helpful guidance. It communicates in an encouraging tone, assisting agents in answering queries, even during phone calls. New employees benefit from the assistant by quickly learning company practices and frequently asked questions. The data may also include best practices and response templates shared by the team.
3. AI-Powered Message Assistant
The message assistant generates replies to customer inquiries using data such as website content and FAQ templates. After creating a draft, the customer service agent reviews, edits, and sends the response. The assistant also allows agents to modify drafts or generate entirely new responses.
Key Success Factors
For the solution to function effectively, it is crucial to have suitable data, such as website materials and employee onboarding content. Continuous development based on user feedback and monitoring performance metrics is also essential. You can read more about integrating AI teammates into your team here.