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

November 6, 2024

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!).  

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. 

Much of the way the AI agent conducts conversation comes from the two previously referenced Adrentech solutions it combines for use – norm and SARA. Through norm’s usage comes the ability to authoritatively reference product information as added to a company’s knowledge base all with the security in knowing your AI won’t reference any material outside of that. This gives the AI agent the ability to complete such tasks as answering customer’s questions as facts pulled directly from product articles, troubleshooting errors customer’s might be facing based on common errors logged, and even help with the setting up of software thanks to product manuals. Though a well-trained human agent is capable of some of the same fast information recall, one human agent isn’t capable of answering multiple customer queries all at the same time as an AI agent can do quite easily. You can read more about norm and its full capabilities here. 

SARA has connectors to various customer-specific datasets, such as billing, appointment, device, shipment, and troubleshooting information. This enables the AI agent to recognize such intents as, for instance, a customer attempting to make a payment. Customers can specify a specific amount to pay towards their balance and approve usage of a specific pre-programmed account for payment. In addition to this, customers could ask about free dates for a technician on a calendar, and schedule or modify existing appointments. By itself, SARA is only capable of addressing customers if it recognizes a pre-programmed intent from a customer conversation. This is where SARA’s combined usage with norm comes in. With the added context granted it by SARA’s intent trees and norm knowledge base access, the AI agent can provide more accurate, conversational responses that allow it to effectively address your customer’s needs. 

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