Resolve: Your AI-Powered Knowledge Copilot for Seamless Customer Support
Resolve, powered by SupportLogic, is an AI-powered knowledge copilot designed to provide precise answers to complex technical questions instantly. It's purpose-built for support teams and their customers, eliminating the frustration of endless searching.
Key Features
- Instant, Accurate Answers: Resolve leverages advanced GenAI summarization and precision RAG technology to scan connected data sources and deliver the most relevant information.
- Multi-Channel Support: Answer questions across various channels, including your CRM, portal chatbot, and Slack.
- Real-time Case Assistance: The Knowledge Copilot suggests answers to cases in real time, improving agent efficiency and customer satisfaction.
- Precision RAG Technology: Unlike traditional RAG, Resolve handles the complexity of support cases and customer queries with superior accuracy. It uses pre-trained embeddings that are highly accurate on domain-specific data.
- Data Source Integration: Connect to various data sources, including CRMs, bug-tracking software, and more, to ensure a comprehensive knowledge base.
- Guardrails for Accuracy: Proprietary guardrails evaluate query relevance and source accuracy, minimizing errors and ensuring reliable responses.
- Benchmark-Beating Performance: Resolve consistently outperforms industry benchmarks in complex support scenarios, delivering superior accuracy and efficiency.
How it Works
Resolve takes a natural language question (or converts an existing support case into one) and scans all connected data sources. It then identifies and presents the most precise answers to the user.
Benefits
- Improved Customer Satisfaction: Faster, more accurate answers lead to happier customers.
- Increased Agent Efficiency: Agents can resolve issues quickly, reducing resolution times.
- Reduced Escalations: Precise answers prevent many issues from escalating to higher-tier support.
- Enhanced Knowledge Management: Centralizes and organizes knowledge from various sources.
- Data-Driven Insights: Gain valuable insights into customer issues and support trends.
Comparisons
Resolve outperforms traditional RAG systems by handling the complexities of real-world support data. Unlike systems that rely on generic pre-trained embeddings, Resolve utilizes precision RAG, resulting in significantly higher accuracy, especially when dealing with domain-specific information.
Conclusion
Resolve is a game-changer for customer support teams seeking to deliver exceptional service. Its speed, accuracy, and comprehensive features make it an invaluable tool for improving customer satisfaction and operational efficiency.
