Success Stories

AI can be used for customer service in many ways to enhance efficiency and effectiveness, transforming the team's productivity and customer satisfaction. AI employees like Ema use natural conversation and can take action across various platforms, bringing consistency and seamless interactions to CX. Ema handles end-to-end customer experience by managing complex workflows across hundreds of applications, emulating the performance of the best human agents, and eliminating the need for extensive tool maintenance.

Generative AI for customer experience uses advanced machine learning approaches and large language models to generate human-like responses tailored to customer inquiries. GenAI tools understand complex questions and can provide detailed, relevant answers, much like a human agent would. By continuously learning from top-performing agents, Ema emulates their tone and style, ensuring a seamless and personalized customer experience. You can give custom instructions to Ema to fine-tune responses or actions for specific customer support tasks.

AI has the potential to completely transform the way we think about customer experience however it is not a complete replacement for human agents. AI can handle routine and repetitive tasks, allowing human agents to focus on more complex and sensitive issues that require a personal touch. For instance, Ema can resolve over 85% of customer queries on her own, but she also knows when to escalate issues to human agents, especially those involving fraud, security, and compliance. The combination of AI and human agents can lead to a more efficient and effective customer experience system.

The future of AI in customer service is exceptionally promising, with tools evolving from simple chat assistants to autonomously resolving complex L2, L3 tickets traditionally handled by humans. As AI continues to learn and adapt, it will become increasingly adept at understanding and predicting customer needs, leading to more proactive and efficient experience. The synergy between AI and human agents will become more refined, resulting in a superior customer service experience. AI will empower companies to offer faster, more conversational, and highly personalized interactions with their customers. Ema is at the forefront of this endeavor, delivering AI that is exceptionally accurate, cross-functional, and contextually aware, empowering companies to offer faster, more conversational, and highly personalized interactions with their customers.

At its core, AI-first customer support prioritizes using AI to resolve customer issues directly. If AI cannot fully address the problem or has been instructed to abstain from specific questions, it then assists human agents in finding a solution. This approach results in better, faster, and more cost-effective customer service. Ema is an autonomous agent that handles end-to-end customer experience freeing up your team to focus on higher-impact work and bring the best experience to your customers. In just a couple hours of setup, Ema can autonomously resolve over 85% of the tickets, at an accuracy higher than average human agents, and continues to learn with human feedback.