Team Support is one of the largest B2B customer support solutions out there. They have a complete solution for everything related to customer service and support, except unfortunately a working AI chatbot for automating support queries. Well, today we installed our first Team Support integrated ChatGPT-based AI chatbot for one of our clients, solving that for TS 😊
Some of the unique challenges we faced with Team Support was that it's a password protected system, so we needed our website scraper to be able to scrape password protected pages. I am happy to announce that as of today our AI chatbot scraper can just as easily scrape password protected websites as it can scrape public websites 😊
Another problem we faced was that Resolve, which was the client we installed the chatbot for, doesn't have one product, but they have three products. However, all support goes through the same Team Support portal, and there is no way we can intelligently understand what product the user needed support for, so we had to allow the user to explicitly select product with a select drop-down list before starting to use the AI chatbot. I wrote about the technical implementations in the multi model chatbot article, where we even provided all the code necessary to implement this yourself if needed.
AI-based Customer Support
Customer Support for highly technical products such as those Resolve have is an obvious win. Resolve have roughly 15 full time employees doing nothing but customer support. An AI chatbot such as ours can probably automate 80% of their work, without breaking a sweat.
So far we have seen that their AI chatbot is being asked roughly one question every 10 minute. Before they installed their AI chatbot, most of these questions would imply a support ticket that needed to be manually handled by a human resource at Resolve. These were numbers from Resolve's documentation website before the chatbot was installed on Team Support. Since 80% of their actual support goes through Team Support and not their documentation portal, we can imagine these numbers drastically increasing in the future.
Needless to say but this releases massive amounts of time from Resolve's customer support employees, allowing them to spend their time not on repetetive boring tasks, but rather more creative work that requires a human hand to solve 😊
This allows Resolve to grow 5 times as large as they are today, without needing to hire a single support technician, in addition to that support technicians can be utilised in other parts of the organisation, such as QA testing and product development - Assuming their AI chatbot can over time be able to answer 80% of all support related questions of course.
Team Support is a fantastic customer support system. They have everything you need for handling B2B customer support of technical products, except an AI chatbot. Starting as of from today, they indirectly have this too though. We are happy to welcome also Team Support integrations with our ChatGPT-based AI chatbots, and we have great faith in that this adds another important feature to our services, allowing all Team Support clients to leverage AI directly integrated into their Team Support account.
If you'd like to speak to us about integrating an AI chatbot into your Team Support portal, or use AI chatbots for your customer support in any ways, you can contact us below.