What is FirstSupport AI?
FirstSupport AI streamlines customer support operations by automating critical workflows such as quality assurance (QA) and performance reviews for support chats. This platform enables businesses to efficiently create scorecards for their agents, track performance metrics consistently, and uphold compliance standards within their customer interactions.
Beyond QA, the tool facilitates real-time analysis of customer support tickets, offering valuable insights. It integrates with popular CX platforms like Zendesk and can connect to various customer channels including website chat widgets, email, and WhatsApp. This automation aims to significantly reduce the cost per ticket while maintaining high levels of customer satisfaction through improved operational efficiency.
Beyond QA, the tool facilitates real-time analysis of customer support tickets, offering valuable insights. It integrates with popular CX platforms like Zendesk and can connect to various customer channels including website chat widgets, email, and WhatsApp. This automation aims to significantly reduce the cost per ticket while maintaining high levels of customer satisfaction through improved operational efficiency.
Features
- Automated QA & Performance Reviews: Automatically evaluates customer support chat interactions for quality and agent performance.
- Agent Scorecards: Build customized scorecards to measure agent performance.
- Compliance Monitoring: Ensures adherence to compliance standards in customer interactions.
- Real-time Ticket Analysis: Analyzes customer support tickets as they happen.
- Ticket Deflection: Automates responses to common queries to reduce ticket volume.
- Agent Assist: Provides real-time assistance to support agents during chats.
- Insight Capture & Analytics: Gathers insights from support interactions for analysis.
- Multi-channel Integration: Connects with platforms like Zendesk, Discord, chat widgets, email, WhatsApp.
- AI Training: Train the AI using various documents (Google Docs, PDFs), websites, Zendesk Help Center articles, sitemaps, etc.
- Multi-language Support: Supports over 50 languages compatible with ChatGPT.
Use Cases
- Automating quality assurance processes for customer support teams.
- Conducting performance reviews for customer service agents.
- Ensuring compliance in customer support interactions.
- Reducing customer support costs per ticket.
- Improving customer satisfaction through efficient support.
- Providing real-time assistance to support agents.
- Analyzing customer support trends and insights.
- Deflecting common customer inquiries automatically.
FAQs
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How are billable tickets counted?
Tickets are only counted as billable when our AI automation is applied to them. If our AI is not used on a ticket, it is not included in the billable count. -
What types of integrations are supported?
We currently support integrations with Zendesk and Discord. Our system can also connect to various customer channels like website chat widgets, email, WhatsApp, and inquiry forms on help centers. Integration with other platforms can be explored upon request. -
What AI model do you use?
Our default model is GPT-3.5. We can switch to a different model if needed and recommend fine-tuning after a few months of usage for optimal results. -
How many languages are supported?
We support over 50 languages, encompassing all languages that are compatible with ChatGPT. -
What can I train my AI with?
You can train your AI assistant using various types of documents and websites, including Google Docs, PDFs, Zendesk Help Center articles, sitemaps, domains, URLs, and more. It can also stay synchronized with updates.
