Synology launches its new support AI that integrates artificial intelligence (AI) into its entire customer service process to enhance its quality and efficiency.
Vincent Tsai, director of Technical Service at Synology, emphasised the transformative impact of the new support AI on the company’s customer service process. He stated that it is a significant step towards reducing response time for basic inquiries, allowing “technical support engineers to focus on complex cases that require immediate attention.”
Optimised service experience
The new support AI can access anonymised technical materials and troubleshooting insight through a Retrieval-Augmented Generation architecture. It claims to ensure high-quality, helpful, and self-improving responses faster support response time (claiming an improvement of up to 20 times), and a more optimised service experience.
Customer service priorities
This development is in line with the findings of a recent Gartner study, which identified the top priorities for customer service and support leaders in 2024. These priorities include reimagining self-service, piloting employee-facing GenAI, and exploring new offerings in the customer journey analytics (CJA) market.
“Advances in GenAI and shifting customer preferences are pushing service and support leaders to reimagine what’s possible for their organisation in 2024,” said Kim Hedlin, senior principal of research in the Gartner Customer Service & Support practice.
“Leaders are focused on how they can leverage technology to accomplish their top priorities, including improving customer experience and optimising their operations.”
