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A First Look into the Next-Gen of Adrentech’s Customer Support Solutions

Jazmine

October 21, 2024

Illustration of Adrentech’s AI agent in action across voice and webchat channels, integrating product knowledge and customer data.

Table of Contents

In today’s fast-paced, busy world, effectively addressing customer support needs in a timely fashion is a higher concern than ever for businesses. To meet this need, virtual assistants — thanks to AI’s rise — have evolved and become all the more vital within common business processes.

That’s why we’re particularly excited to give you a look into the next generation of Adrentech’s AI and virtual assistant technology: an AI agent that combines the capabilities of our Generative AI assistant, norm, with that of our Predictive AI assistant, SARA (more on those two in a bit!).

Multichannel Support: Voice or Chat

This AI agent can be implemented for voice communication or digital communication with customers. The agent can listen to customer queries and audibly respond to them just as a human agent would. Alternatively, it can be implemented as a webchat directly on your company’s website.

Powered by norm: Generative Knowledge Retrieval

Much of the way the AI agent conducts conversation comes from the two referenced Adrentech solutions — norm and SARA.

From norm’s capabilities comes the ability to authoritatively reference product information in your company’s knowledge base. This gives the AI agent the ability to:

  • Answer product-related customer questions
  • Troubleshoot issues using logged common errors
  • Assist with product setup via manuals and how-to guides

While a well-trained human agent may recall some of this information, only an AI agent can deliver this level of assistance to multiple users simultaneously.
👉 Read more about norm’s capabilities here

Powered by SARA: Predictive Task Handling

SARA connects to key customer datasets — such as billing, appointment, device, shipment, and troubleshooting info — allowing it to understand real-time customer intent.

This enables the AI agent to:

  • Accept and process customer payments
  • Check technician availability and schedule appointments
  • Modify or cancel existing customer requests

By itself, SARA functions based on pre-programmed intent trees. But when combined with norm, it can respond more conversationally and accurately, with added product context and human-like dialogue.

Smarter Support Through AI Synergy

The combined use of SARA's structured task handling with norm’s deep knowledge base access gives the AI agent a unique edge. It enables:

  • Faster resolution of complex questions
  • Scalable, real-time service
  • A reduced burden on live agents

To learn more about this AI agent’s use cases and how it could best serve your company’s needs,
Contact us here to schedule a demo!