14 Examples of AI in Customer Support

JD Prater

February 22, 2024

Table of Contents

Ever found yourself on a never-ending treasure hunt, sifting through scattered sources just to unearth that one piece of crucial customer data or the perfect answer to a complex query? 

You're not alone.

For customer support managers, this quest for information often feels like navigating a labyrinth without a guide. Couple this with the Herculean task of keeping documentation up-to-date and taming the chaos of messy spreadsheets, and it's a recipe for even the most experienced teams to feel swamped.

What if I told you there's a way to make all that easier? 

Imagine being able to quickly find what you need, keep everything up to date without a headache, and turn customer feedback into something you can actually use, all without drowning in data. Sounds pretty good, doesn't it?

That's where AI comes in.

It's changing how customer support teams operate, making your every day tasks faster, smarter, and way more helpful. For you, the person in charge of making customers happy, it means less stress and more smiles all around.

I’m diving into 14 examples of AI helping out customer support managers today. From finding information to figuring out what customers really want, your AI teammate is here to help you make your work day a bit more rewarding.

Let's see how AI can be part of your team.

14 Innovative AI Use Cases for Customer Support Teams

1. Unified Knowledge Base

The Problem: Ever had a team member spend hours searching for an answer that you know exists... somewhere? It's like each piece of info is a needle in a haystack spread across emails, documents, tickets, and Slack.

The AI Solution: Imagine a tool that pulls all that info into one place. AI can create a knowledge base that's always up-to-date and super easy to search. It's like having a super-smart teammate with perfect memory and can find anything in a snap.

Why It Matters: No more digging through old emails, documents, or Slack. Your team can find what they need fast with AI, which means quicker answers for customers and less headache for everyone.

Real-Life Magic: Think about a time when a customer asked a tough question. Instead of scrambling, your team types a quick search and boom — the answer pops up. That's the power of a unified knowledge base powered by AI.

workplace search

2. Streamlined Workflow Automation

The Problem: Repetitive tasks and complex workflows can bog down your team, leaving less time for engaging with customers.

The AI Solution: AI can automate routine tasks, from ticket categorization to follow-up scheduling, streamlining your team's workflow. It's like having a teammate dedicated to handling the grunt work.

Why It Matters: Your team spends more time solving customer problems and less time on administrative tasks, boosting efficiency and job satisfaction.

Real-Life Magic: Imagine your team focusing solely on high-value interactions because your AI teammate has taken care of the rest. That's the power of streamlined workflow automation.

old way vs new way with AI teammate

3. Automate Updating FAQs

The Problem: FAQs are great until they're out of date. Then, they're just a list of questions with wrong answers. Keeping them updated is a never-ending task.

The AI Solution: AI doesn't just keep your FAQs updated; it makes them smarter. Based on what customers are asking, it suggests new questions to add and updates old answers. It's like your FAQ page is alive and always learning.

Why It Matters: Your customers get the right answers on their first try, and your team doesn't have to spend hours updating FAQs. It's a win-win.

Real-Life Magic: Imagine a customer finds the answer to their super-specific question on your FAQ page without having to chat or call in. That's less time on the phone for them and one less ticket for your team. Thanks, AI Teammate!

4. Summarizing Customer Feedback

The Problem: Customer feedback is gold, but there's so much of it. Emails, reviews, surveys — it's overwhelming. Important insights get lost in the noise.

The AI Solution: AI tools can read through all that feedback, figure out what's important, and give you a summary. It's like having a super-fast reader who tells you what your customers really think.

Why It Matters: You get to see the big picture without getting bogged down. You can spot trends, fix problems, and make your customers happier.

Real-Life Magic: Picture getting a report summary that shows what customers love and what they don't. Now, you know exactly where to focus your efforts. That's your AI teammate making your job easier.

summarize customer feedback with Graft

5. Wrangling Messy Spreadsheets

The Problem: Spreadsheets are everywhere. Tracking tickets, feedback, sentiment — it's a lot. And when they get too complicated, they're more confusing than helpful.

The AI Solution: AI can organize your data, spot trends, and categorize issues. It turns your spreadsheets into a clear picture of where things stand.

Why It Matters: Instead of fighting with columns and rows, you get insights you can use right away without the headaches. 

Real-Life Magic: Picture this: your AI teammate has just categorized thousands of support tickets into clear themes, revealing a major trend in customer queries that spikes every quarter. Armed with this knowledge, you not only adjust your team's focus to tackle this recurring theme but also streamline your support process to address it more efficiently. This isn't just reacting to data; it's using AI to strategically shape your customer support approach.

6. Internal Chatbot for Your Team

The Problem: Your customer support team has questions too, especially when dealing with complex customer issues or navigating company policies. But like everyone else, they can't always get immediate answers, especially outside of regular working hours.

The AI Solution: Imagine a chatbot designed specifically for internal support questions within customer support teams. This AI-powered teammate can provide instant answers to common questions, guide team members through troubleshooting steps, or even escalate complex queries to the right department. It's like having a knowledgeable colleague available 24/7, just for your team.

Why It Matters: With an AI teammate, your team spends less time searching for information and more time helping customers. It's a game-changer for efficiency, ensuring that your team has the knowledge they need at their fingertips, whenever they need it.

Real-Life Magic: Picture it's late at night, and a team member is stuck on a customer's issue, unsure about the next steps due to a complex policy question. Instead of waiting until morning for answers, they turn to the internal support chatbot and get the guidance they need in seconds. The issue is resolved, the customer is happy, and your team member feels supported. That's the power of an AI teammate transforming the way your team works together.

internal chatbot for your team

7. Anomaly Detection

The Problem: Waiting for problems to happen before fixing them is like playing catch-up — you're always a step behind.

The AI Solution: AI can analyze patterns in customer behavior and service history to detect issues before they become problems. It's like having a crystal ball that helps you proactively smooth out potential bumps in the customer's journey.

Why It Matters: You can reach out and solve problems before your customers even know they have them, which can turn a potentially negative experience into a positive surprise.

Real-Life Magic: Imagine sending a customer a solution to a problem they were just starting to experience but hadn't reported yet. That's predictive service turning potential frustration into delight.

8. Personalized Customer Emails

The Problem: In a world of automated responses, customers crave personalization. They want to feel understood and valued, not just like another ticket number.

The AI Solution: An AI teammate can tailor emails by using data from past interactions, purchase history, and preferences to provide a customized experience. It's like having a personal assistant for each customer who remembers every interaction they've ever had with your brand.

Why It Matters: Personalized emails make customers feel special and understood, increasing loyalty and overall satisfaction with your service.

Real-Life Magic: Imagine a customer receiving a support email that references their past purchases and suggests solutions based on their preferences. That's your AI teammate adding a personal touch to digital support.

9. Automated Issue Resolution

The Problem: Not every support request needs a human touch. Some are routine and can be resolved without involving a support agent, but manually filtering these out can be tedious.

The AI Solution: AI can identify and resolve common issues automatically, whether it's through self-service options or direct fixes. It's like having an efficient problem-solver on standby, ready to jump in when the issue is clear-cut.

Why It Matters: It frees up your team to focus on more complex, nuanced cases that require human empathy and creativity, while customers enjoy faster resolutions to their problems.

Real-Life Magic: Imagine a system that automatically refunds a double charge without the customer having to ask for it. That's AI proactively keeping your customers happy.

10. Enhanced Quality Assurance

The Problem: Keeping up with the quality of every customer interaction can be overwhelming. Traditional quality assurance (QA) methods are time-consuming and often miss the nuances of customer satisfaction.

The AI Solution: Your AI-powered teammate consistently monitors and analyzes interactions, providing instant feedback on performance and customer sentiment. It's like having a supervisor who never sleeps, ensuring every customer gets top-notch service.

Why It Matters: You get a comprehensive view of your team's performance and customer happiness, allowing you to make informed decisions to improve service quality continuously.

Real-Life Magic: Imagine being able to pinpoint exactly where an interaction went wrong and offering targeted training to your team. That's AI elevating your QA process to new heights.

11. Customer Segmentation for Enhanced Support

The Problem: Treating all customers the same means missing out on opportunities to connect on a more personal level. Without recognizing the unique needs and behaviors of different customer groups, support efforts can feel generic and impersonal.

The AI Solution: Your AI teammate specializes in diving deep into customer data to segment your audience into distinct groups based on their characteristics, behaviors, and preferences. This allows for more focused and tailored support strategies, ensuring that each customer interaction is as relevant and helpful as possible.

Why It Matters: Tailored support strategies lead to higher customer satisfaction and engagement. When customers feel understood and valued, their loyalty increases. Your AI teammate ensures that your support team can provide personalized assistance that resonates with each customer group, making every interaction count.

Real-Life Magic: Imagine your AI teammate classifies a segment of customers who frequently ask about a specific feature of your product. Instead of the standard response, your team creates a specialized support flow for this group, including detailed guides and direct access to a specialist. This targeted approach not only resolves queries more efficiently but also makes customers feel seen and appreciated, fostering a stronger connection with your brand.

Customer Segmentation for Enhanced Support with AI

12. Real-Time Language Translation

The Problem: In a global marketplace, language barriers can hinder your ability to provide effective support to all customers.

The AI Solution: AI-powered translation can break down these barriers, offering real-time support in multiple languages. It's like having a UN interpreter for your customer support team.

Why It Matters: Customers around the world feel understood and valued, significantly enhancing their experience and broadening your market reach.

Real-Life Magic: Imagine a customer in Japan getting immediate, accurate support in Japanese from an English-speaking agent. That's AI making customer support universally accessible.

13. Sentiment Analysis for Deeper Customer Insights

The Problem: Understanding how customers truly feel about their interactions can be tricky. Traditional metrics might not capture the full picture of customer sentiment.

The AI Solution: AI can analyze the tone, language, and context of customer communications to gauge their sentiment accurately. It's like having a mood ring for every customer interaction.

Why It Matters: You gain deeper insights into customer emotions, allowing you to tailor your service approach and improve satisfaction.

Real-Life Magic: Imagine adjusting your support strategy based on real-time sentiment analysis, turning a potentially negative experience into a positive one. That's your AI teammate adding a new dimension to customer understanding.

AI Sentiment Analysis for Deeper Customer Insights

14. Analyzing Customer Behavior

The Problem: Anticipating customer needs and trends can feel like gazing into a crystal ball. Without predictive insights, you're always a step behind.

The AI Solution: AI uses data from past interactions to forecast future customer behaviors and preferences. It's like having a time machine that gives you a glimpse into your customers' future needs.

Why It Matters: You can proactively adjust your services, products, and support to meet customer expectations before they even articulate them.

Real-Life Magic: Imagine launching a support initiative that addresses a need your customers haven't fully realized yet. That's your AI teammate helping you stay ahead of the curve.

Ready to Onboard an AI Teammate?

AI is here to handle your team's day-to-day, making every task smoother and every customer smile wider. It's not just about answering questions faster; it's about really understanding what your customers need and hitting the mark every single time.

Imagine having an extra team member who's always on, never gets tired, and knows your customers inside out. That's what AI brings to the table. With Graft, you're not working harder; you're working smarter. You can automate the routine tasks, leaving you free to focus on those big wins that make everyone's day better.

And the best part? As your AI teammate gets to know your business, it only gets better at giving you and your customers exactly what you need. Plus, you can teach and coach to so it's constantly improving. That means happier customers, a happier team, and a you that's looking forward to every new challenge.

So, why wait? Sign up for Graft now and onboard your new AI teammate. Let's make your workday not just good, but rewarding.

The Graft Intelligence Layer integrates your company knowledge and expertise to streamline your enterprise operations.

Book Demo
checkmark icon
All Your Use Cases - Advanced AI models for search, predictive, and generative.
checkmark icon
Use All Your Data - Every data source, every modality, always current.
checkmark icon
Customizable and Extensible - Leverage Graft's API to build custom AI-powered applications and workflows on top of the intelligence layer.
The AI of the 1%,
Built for the 99%
Get Access

Last Updated

February 23, 2024

Further reading

JD Prater

Head of Marketing

JD writes about his experience using and building AI solutions. Outside of work, you'll find him spending time with his family, cycling the backroads of the Santa Cruz mountains, and surfing the local sandbars. Say hi on LinkedIn.

Unify Knowledge

Centralized knowledge for easy access and discovery.

grid icon
Quick Setup

No machine learning expertise or infrastructure setup required.

cubes icon
Tailor to Your Needs

We partner closely with your team to ensure your success.

Amplify Your Productivity with Graft's Intelligence Layer

checkmark icon
Immediate productivity gains
checkmark icon
Save 2-3 hours/week/employee
checkmark icon
Reduce costs