Given the excitement created by ChatGPT, you must be thinking how Generative AI can benefit your enterprise.

ChatGPT uses GPT (Generative Pre-trained Transformers) from OpenAI to provide you with a powerful conversational tool that can answer your questions in human-like English. While ChatGPT has been trained with a ginormous public dataset, it has no knowledge of your reference data for Customer Support. What you need is a Generative AI platform that is purpose- built for Enterprise Customer Support.

Generative AI Technology

Generative AI is part of Deep Learning technology involving large neural networks, called large Transformers, where the neural network is able to generate information such as summary from a text, answer to a question from a document or generate an image from a description. GPT is the Generative AI technology from OpenAI. Other companies such as Google and Anthropic also have very large Generative AI models such as PaLM and Claudia.

While Generative AI has been around for a while, in the last 4 years due to advancement in hardware such as GPUs and TPUs, it is now possible to generate the summary or answer to a question with very high accuracy, since you can have a neural network now with billions and billions of nodes. For example, the GPT 3.5 model from OpenAI is trained on about 45 Terabytes of textual data and has 175 billion parameters to perform natural language tasks rivaling human performance.

How can Generative AI be used for Customer Support?

GPT technology (and other Generative AI technologies) can take a question and a document (plain text document) to generate an answer in natural English, if the question can be answered by the content of the document. Otherwise, it returns “no answer”. This can be used to provided sophisticated self-service for customers, along with solutions to boost the productivity of your support staff.

Gaps in Generative AI for the Enterprise

Consider a high tech or industrial enterprise with complex products. The Reference Documentation probably includes 1000s to millions of documents — in PDF, HTML, Microsoft Word/ Powerpoint/ Excel, Google Docs/ Slides/ Sheets, Relational Database Tables, and XML documents. You probably have a lot of images, videos, and even drawings. Some of these documents can be 100s or even 1000s of pages, present in silos (web, Sharepoint, Google, Confluence, Salesforce, ServiceNow and more). Not only that, often times the solution to a support query is scattered across multiple documents.

Given your reference data, in order to use Generative AI like GPT (or ChatGPT) to generate an answer for a support issue, you need to first generate a Shortlist of possible 10 – 20 Answer Segments (sections of reference documents which may have the answer) . Without this Shortlist, no Generative AI platform will have any knowledge of your business and thus, will not be able to generate any answer.

Generating the Shortlist in real-time for a given support ticket or issue is complex, particularly given that you need high accuracy at a low cost to make it a viable solution.

Quark.ai, a Generative AI platform for Customer Support

Quark.ai’s Autonomous Support Platform is a Turnkey Pre-trained Generative AI solution for bringing efficiency to Customer Support through automation. The platform is purpose- built for Customer Support, and therefore pre-trained with an extensive dataset for this space, enabling Quark.ai to onboard a customer rapidly in weeks.

To start with, we ingest all your reference data – structured data in relational databases, XML or CSV, unstructured data in PDF, HTML, Word, PPT, Google docs and more, and data from real-time applications like SAP.

Next, when a Support Query is input into this platform, Quark.ai processes it as follows –

1. It interprets the Support Query, which could be a support ticket, keywords or a natural language sentence, to determine the issue being discussed.
2. Then, it goes through the reference data to prepare a short list of Answer Segments. An Answer Segment is a specific section in a document that may have the answer to the query.
3. The Support Query along with these Answer Segments are then passed to the Generative AI module, which uses this information to prepare a well formed English Answer, along with Evidences (references to the relevant Answer Segments).

If none of the Answer Segments contains the actual answer to the Support Query, the Generative AI model returns “no answer” which could be an indication to you of important missing documentation in your reference data.

The platform is pre-trained for Customer Support, so you can setup a self-service chatbot or voicebot to deflect customers in a matter of weeks. Additionally, provide this tool to Support Engineers (Tech Support and Field Support) to skyrocket their productivity.

The accuracy of the Quark Generative AI system is > 93%, therefore you can consider using it for even automating support tickets (in Salesforce or ServiceNow).

Automation Throughout the Support Lifecycle

Use Quark Generative AI to power all your support needs – Sales Support, Post- sales Support as well as Managed Services Support (eg., SAP).

Sales Support

Provide your direct and channel sales staff, distributors, resellers and other partners with instant answers on the job – on product specs, features, compatibility of products, compliance, pricing, inventory, and more. Give them a chatbot or voicebot capable of having an extensive human-like conversations, and provide the necessary help to close sales.

Technical and Field Support

Provide Tech Support staff with a productivity tool that automatically generates answers to a support ticket, along with the relevant evidence material. Provide Field Support with powerful chatbot based self-service so installation, configuration, licensing information etc. can be directly taken care of by customers themselves.

Summary

We are entering an exciting era where technologies like Generative AI will have a profound impact on Customer Support. Given the increasing costs of hiring, training and retention of staff versus the rising product complexity, use Generative AI to bring drastic efficiency to your support, resulting in happy customers forever.

Author:

Prosenjit Sen

Founder & CEO

Quark.ai

Email: Prosenjitsen10@quark.ai

LinkedIn: https://www.linkedin.com/in/prsen/

Website: www.quark.ai

Bio:

Prosenjit Sen is a serial entrepreneur. He is currently the CEO of Quark.ai, an Autonomous Support platform that uses Generative ai for bringing automation to sales support and field support. He was previously employee # 5 and part of the founding team of Informatica, the worldwide leaders in data integration technology. He is also a Mentor for the Alchemist Accelerator, and the Bay Area IIT Startups Accelerator.

The co-author of “RFID for Energy & Utility Industries”, a bestselling book published by PennWell Publishers, Mr. Sen holds a BS in Electronics Engineering from the Indian Institute of Technology, Kharagpur. A jazz, cooking, and hiking enthusiast, he lives in Silicon Valley with his wife and two daughters.