You may think that only large call centres will benefit from implementing an AI agent to handle customer product queries and support.
This is wrong. An AI agent is able to be used in all types of businesses for many different purposes. Every business, no matter how big or small has specific needs for a AI support agent. Every incoming email asking for information about your company could be handled by AI. Every form that is filled in on the website. Every WhatsApp, telephone call. Every product or service you provide raises queries.
They are usually simple type queries.
Queries you have an answer to, because they have been asked 100 times previously.
Either way it takes time and effort to give the answer. You have to be professional. You have to be polite. You have to be empathetic. Even at 5pm on a Friday, just before closing!
Poor grammar or spelling could lose the deal. A delayed response can also lose the deal.
It could be simple queries:
“What time do you open or close?”
“How do I put the batteries in this device?”
“How many chemicals do I put into my swimming pool?”
“How much food must I give my dog?”
“What fire extinguisher do I need in my car?”
“I am travelling to Europe next month – what medical policy do I need?”
“Where is my on-line order?”
“Do you have stock of this product?”
“How do I do a return?”
“Can I speak to a person?”
“My cat wanders – how do I keep track of it?”
“My email is not working?”
“What are the components of your doughnuts?”
Yes, ChatGPT or Claude etc answers these quite nicely, but there’s a huge difference. They give generic answers.
We control our AI Agents. They only give answers based on the knowledge we have given them, so they are 100% “loyal” to your business. They will not recommend a competitor’s product and never “bad mouth” them. They have knowledge only about your business so there’s none of the “hallucination” that often happens.
For example: the email question will give the setting required for that specific company, not a generic reply. They follow our instructions.
An AI Agent designed for a swimming pool company will politely refuse to give an answer as to why your email is not working. An I Agent designed for a dog food company will not try to answer the swimming pool question.
We have taken this one step further: Every response from our AI agent is sent to us as well as you so we both can read the reply and quickly assess if the answer is correct. This is no different from listening to calls in a call centre – other than it is far faster and easier to scan a written reply. Where the call centre gives the wrong answer it is a big deal to rectify this to all call centre agents, via improved knowledge and training. In our case it takes a couple of seconds to re-write the answer which is instantly given to the AI Agent. For example if a customer phones and asks the call centre “What time do you open tomorrow and the agent has not been made aware or forgot that tomorrow is a public holiday, they may say “8am”. By the time someone has listened to the call or reminded the call centre agent that it is really 9am, tomorrow has already passed. A note may need to be circulated to all staff. In the case of our AI agent, it only needs to happen once.
Obviously an AI agent works 24/7 – when your customers need the help. If they are browsing your website at night and think of something they want to know they can ask and get an instant answer – in the language of their choice.
Again we emphasise that this is not limited to businesses with formal call centres. It could be emails sent or a call to a support technician. Many one-man businesses use AI Agents. It saves many hours of the owner’s time.
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