In today's digital world, excellent customer service and an optimal customer experience are key success factors for companies. Medium-sized companies with a turnover of EUR 10 million or more are faced with the challenge of making their customer service more efficient, reducing costs and improving service quality at the same time. The use of AI technologies offers an innovative solution here. In this article, we would like to show you what AI can achieve in customer service.
Challenges in customer service and the role of AI
Customers expect a quick and precise response to their inquiries, whether by email, telephone or chat. At the same time, companies have to deal with limited resources and minimize operational costs. This is where artificial intelligence (AI) comes into play: it can automate processes, relieve support teams and take interaction with customers to a new level.
The Nexivis tech stack: efficient AI solutions for customer service in SMEs
Nexivis relies on a combination of a vector database, RAG (Retrieval-Augmented Generation) or CRAG (Conversational RAG) and Large Language Models (LLMs) to provide an innovative AI-supported customer service platform.
1st vector database: Intelligent data management for better service
A vector database enables the storage and processing of unstructured data such as emails, customer interactions or support documents in an efficient format. This allows customer inquiries to be analyzed more quickly and linked to the appropriate solutions.
Advantages:
- Recognition of patterns in customer inquiries
- Faster provision of relevant answers
- Efficient management of historical interactions
2 RAG and CRAG: Combination of knowledge retrieval and generative AI
RAG combines classic information retrieval with generative AI so that customer inquiries are not just based on static FAQs, but are optimized by intelligently generating personalized answers. CRAG extends this approach with Conversational AI functions to conduct interactive and natural conversations.
Advantages:
- Precise and context-sensitive answers
- Continuous learning from support interactions
- Improved customer journey through consistent and fast responses
- See also: What is RAG (Retrieval Augmented Generation) | McKinsey
3. large language models (LLMs): The basis of intelligent AI interaction
LLMs enable human-like interactions in customer service. They analyze customer inquiries, generate comprehensible answers and can automate service processes. Integration with vector databases and RAG/CRAG ensures that answers are not just generic, but tailored specifically to the company and its customers.
Advantages:
- Automated, scalable customer communication
- Reduction of support costs for employees
- High quality and consistency of customer service
Areas of application and specific solutions for AI in customer service with Nexivis
1. automated answering of e-mails
AI can analyze incoming customer inquiries and automatically generate tailored responses or forward them to the right contact person. This saves time and improves service quality.
2. AI-supported self-service portals
Conversational AI allows customers to get answers to their questions, call up invoices or make service requests around the clock without having to wait for a human employee.
3. optimization of customer support with AI chatbots
AI chatbots answer common questions, forward more complex queries to the right contact person and thus ensure more efficient use of resources.
4. improved customer interaction through personalization
Thanks to AI technologies, customers are no longer fobbed off with generic answers. Instead, they receive personalized recommendations and targeted solutions based on their individual customer journey.
Comparison of the Nexivis Enterprise solution with AIaaS AI tools
While many AIaaS (Artificial Intelligence as a Service) solutions provide general models for different companies, Nexivis offers a specialized and tailor-made solution that integrates seamlessly into existing business processes.
Advantages of Nexivis compared to AIaaS:
- Own tenant structure: Company-specific data remains completely under control and is not shared with other customers.
- Customizable models: The AI is specifically trained to meet the company's needs in order to better answer specific customer queries.
- Direct ERP, CRM and PIM integration: Seamless linking with existing company systems for improved automation.
- Higher response accuracy: Vector databases and CRAG ensure that answers are not just generic, but are based on actual company data.
- Improved customer experience: Customers receive individually tailored and precise answers, which significantly increases customer satisfaction.
- Scalability without compromise: Companies can expand customer service without having to rely on external AIaaS platforms.
The following table shows the clear advantages of Nexivis.ai over traditional solutions:
Success stories and concrete benefits for AI in customer service
Companies that use AI in customer service report significant improvements in several areas:
- Greater efficiency: Up to 50 % faster processing of requests
- Reduced costs: Less manual processing, lower support costs
- Higher customer satisfaction: Faster and more precise responses improve the customer experience
- Better service quality: Standardized and context-sensitive communication
- Savings: Klarna recently published the savings made by using an AI chatbot. In the first year, EUR 40 million was already saved through this technology.
Conclusion: Nexivis as a partner for artificial intelligence in customer service
The future of customer service lies in the intelligent combination of vector database, RAG/CRAG and large language models. Nexivis offers medium-sized companies a powerful AI solution that reduces costs, optimizes processes and increases customer satisfaction. With our innovative tech stack, companies can revolutionize customer service and secure competitive advantages.
Want to find out more about how Nexivis can transform your customer service? Contact us or visit our website for more information.