Customer Support Knowledge Base with Thunai Brain

Overview

In enterprises these days, information is often scattered. For customer support teams, knowledge is spread out across many locations. These locations include CRMs, internal wikis, policy documents, and databases.

For companies, the separation of this information means agents must look for answers while customers wait. This, in turn, leads to slow service, frustrated agents, and unhappy customers. 

However, Thunai Brain was set up to sort out this problem. The system builds up one knowledge base. This knowledge base connects with all of a company's current systems.

The Problem

A large e-commerce client ran into a major operational problem. Their support agents had to fall back on five different systems. They used these to answer one customer's question. These systems included Zendesk, Shopify, and Google Drive. The company took care of more than 50,000 products.

This separation of knowledge brought on large operational problems. A poor experience for agents also came about.

Answering a simple question about a warranty policy required a search across many systems. 

• Long Interaction Times: Agents used up more than 12 minutes on average for each interaction. Most of that time was taken up by searching.
• Low Resolution Rates: First Contact Resolution (FCR) was under 60%. This meant many issues needed more than one contact to be sorted out.
• Inconsistent Answers: Agents did not have one correct place for information. They often handed out conflicting details, which wore down customer trust.
• Long Onboarding: Getting new agents started took six weeks. This was because of the complexity of the systems.

The Solution: Thunai Brain for AI Search

Thunai Brain was added to act as one search layer. In doing so, Thunai’s system works with the client's current tools. Overall, Thunai is a platform that also securely links up with all existing knowledge sources where they are. This avoids a costly and disruptive data migration.

Thunai brings this all to a single user interface and dashboard. Here, agents can find out what they need quickly. Agents can also ask a question in plain, conversational language.

With this, Thunai Brain does away with the data silos creating A single source of truth was then set up. With most AI tools, the hallucination of metrics and data is a huge issue - but Thunai removes this.

How It Works

Thunai Brain breaks down the task of finding complex knowledge. The process has four steps. The design allows for a fast setup. The system also shows results quickly. No changes are needed for your current workflows or systems.

1. Unified Connection: We use secure APIs to connect to your business software. We also connect to document storage locations. These include Zendesk, Salesforce, Confluence, internal databases, and shared drives.
2. Intelligent Data Intake and Indexing: After connecting, Thunai’s AI reads and understands all your information. This information is then indexed. Unstructured documents and data are turned into a well-organized knowledge base.
3. Plain Language Questions: Agents ask questions in the Thunai Brain screen. They do so in a conversational way. The AI figures out the meaning and context of the question.
4. Combined Answers with Sources: The system tracks down the most relevant information from all connected sources. A single, clear answer is put together. Links are also shown for the original documents, so you can check on them.

Main Benefits

By using Thunai Brain, our client moved on from simple keyword searching. They passed on AI-directed knowledge management to their team. The platform brought about immediate and significant good outcomes. These outcomes helped both agents and managers.

• Direct Answers, Not Just Links: Agents get direct, ready-to-use answers. They do not get a list of documents to look through. This makes their workflow much faster.
• Major Decrease in Training Time: New agent onboarding time went down from six weeks to just two. This is because there is only one simple screen to learn. This lets them get on with their work productively sooner.
• Improved Agent Experience: Doing away with the frustration of searching for information really pushed up agent satisfaction. This ended up with fewer agents leaving and a more motivated team.
• Assured Consistency and Accuracy: Every agent drew from the same information source, confirmed by AI. This completely wiped out the problem of inconsistent answers.

Business Impact

Using Thunai Brain turned around the client's support operation. The operation went from being a costly problem to a very effective one. The platform paid off with a strong and measurable return on investment.

• Average Handle Time (AHT) came down by 66%. The time went from over 12 minutes to under 4 minutes.
• First Contact Resolution (FCR) went up to 85%. This was because agents had the right information on the first attempt.
• This operational improvement directly brought about a 30% improvement in CSAT scores.
• Most importantly, agents now spend 95% less time looking for information. This lets them buckle down and give empathetic and high-value customer support.

FAQs

What data sources can Thunai Brain connect to?

Thunai can link up with most modern software tools that have an API. Examples are Zendesk, Salesforce, and Confluence. The system can also connect to internal databases, SharePoint, Google Drive, and public websites. Our system is designed to work with any type of data.

Is Thunai Brain secure?

Yes. We use high-level security standards. We also use end-to-end encryption. Thunai Brain abides by all your current data permissions and access rules. This makes certain that agents can only see information they are allowed to look at.