Delivering a phenomenal customer experience is a key way to differentiate your business from the competition. As businesses adjust to meet rapidly changing consumer expectations, generative AI has emerged as a true game-changer.
From ticket contextualization to voice assistance, AI tools are enhancing customer satisfaction while pointing the way for a new era of customer-centric support solutions.
In this article, we'll explore five of the most powerful AI-enhanced tools and solutions that are reshaping the landscape of customer support, experience, engagement, and agent productivity— largely through automated contact deflection.
Support agents need to access three main things for almost every type of ticket:
• Context about the issue and the user
• The SOP or workflow to follow for it
• Access to the right resources or tools to act on it
Kodif addresses all three. An automated agent copilot that integrates with your help desk, Kodif pulls context about the user and their issue into support tickets.
These details can include things like order numbers, tracking information, location data, previous interactions—anything that could be relevant to the agent viewing the ticket.
Kodif combines that information with workflows that can be used to resolve the issue. For example: issue a refund, re-ship a product, apply a discount code, or update a user record.
Instead of searching other tools, swapping between screens, or copying and pasting in search information, Kodif enriches tickets' contextual data and provides the workflows to take action.
As a result, agents are able to provide quicker and more accurate responses. Kodif does a lot more than that—like suggest customized, contextual, natural language responses so you avoid robotic-sounding macros.
It’s one of our favorite tools for helping teams work more efficiently—check it out for yourself!
Replicant offers a conversational platform, powered by GenAI, designed to enhance customer service efficiency and experience.
While Replicant automates customer interactions across voice, text, and chat channels, it also provides a natural and human-like conversational experience, setting customers at ease.
Replicant's Thinking Machine handles repetitive and frequent inquiries, allowing live agents to focus on complex issues requiring the highest level of human empathy and critical thinking.
Key features of Replicant include:
Leveraging Replicant’s feature set enables agents to reduce customer hold times, deliver faster resolution rates, and work through complex cases more efficiently—all of which ensures your support team are delivering maximum value for your customers and your business.
The main customer frustrations when it comes to automated responses usually stem from one of two areas:
Siena AI brings a truly human element to AI Agents, thanks to their advancements with large language model (LLM)-based tools.
While other LLM-based chatbot systems focus on basic keyword matching to navigate decision trees and suggest resolutions, Siena focuses specifically on brand tone and empathy while also serving up real-time generated responses to questions asked in the customer's voice.
Specifically focused on e-commerce businesses, Siena AI provides accurate and quick support in over 100 languages across all text-based channels.
It integrates directly into Shopify and help desks such as Gorgias, Zendesk, and Intercom, which brings increased value to your agents without changing their tech stack.
Imagine blending genuine human connection with technology designed to understand and elevate customer interactions and experiences. What you've just imagined is Ultimate!
Ultimate is an AI tool equipped with virtual agents and a variety of automation capabilities.
It’s developed to be the invisible force that bridges your product and support teams with your customers’ needs and wants, optimizing customer interaction by offering services that reflect their individual preferences, issues, and values.
Here are a few ways that Ultimate delivers success through the combination of humans and AI:
If you, like us, have a passion for making everyone feel seen and valued, Ultimate is a great tool to have at your fingertips!
MosaicVoice helps agents by giving them real-time guidance and information on all phone or video calls. It uses AI to keep track of workflows and compliance and tells your agents what they should and shouldn't do.
While rumors have circulated for years that phone support was slated to disappear, the opposite has proved true. Customer use of voice channels has only increased in recent years, with over 50% of customers turning to phones for urgent requests.
As a result, customers often find live agent contacts to be a positive experience, reducing frustration caused by complex self-service systems. But for support agents, voice channels can be stressful, difficult to staff effectively, and notoriously hard to QA.
MosaicVoice provides a solution for these problems. The platform ensures agents ask the right questions, capture the right details, and complete the right tasks in order to address a customer’s concerns.
With MosaicVoice’s QA tools, it’s easy to quickly assess if all steps are followed correctly on a call, while cases can also be escalated to leaders in real-time in case of a mistake or customer dissatisfaction.
This ensures stressful cases receive prompt attention to keep the queue moving smoothly and provides opportunities for agent training and process improvement.
Not only can you quickly QA if everything is done right on a call, but leaders can be flagged in real-time if a customer is unhappy or an agent makes a critical mistake. This reduces agent stress and improves training on voice channels.
With a plethora of AI-powered tools out there that can all potentially help you streamline your CS and CX, you might ask “But how do I know which one to try out or choose (first)?”
In all honesty, the answer is: “It depends.” The first step is to understand the needs of your business, your customers, your support team, and where your priorities are in terms of delivering solutions across your organization.
We’re working on a framework for evaluating AI tools, but in the meanwhile, have a look at the PartnerHero CX Tools Database to get a sense of some of the solutions we are aware of in the marketplace.
