Transforming Customer Support with Generative AI
Scope
This advanced customer support platform provides:
- Automation of natural language queries and data visualizations.
- Enhanced data synchronization and real-time dashboard updates.
- Comprehensive access control mechanisms for secure data usage.
- Robust conversation and query management, storing all interactions and insights.
Solution
The Service Agent Co-Pilot is built to assist business users in interacting with post-call analytics and operational data, providing a self-exploration platform and enabling Headless BI for greater flexibility.
Key Features
Natural Language Queries
Enable customer support analysts to query operational and conversational data using simple natural language, making it easier to access insights without technical expertise.
Access Control
Implement access control at individual and group levels, ensuring secure access to dashboards and data based on roles and permissions.
Dashboard Updates
Keep visualizations and metrics continuously updated in dashboards, ensuring that customer support teams always have access to the latest data.
Data Visualization
Present requested data in user-friendly formats, automatically updating visualizations in targeted dashboards for real-time insights.
Data Management
Store and manage all conversations, queries, and dashboard renderings in an application-specific database, providing a comprehensive record of all interactions for future reference.
Technology Stack
- RAG
- AWS Bedrock
- Anthropic Claude 3
- Sonnet OpenAI
- Langchain
- pgVector
- D3.js
- guardrails.io
Benefits Achieved
The integration of RAG and prompt engineering with Jira delivers substantial benefits that address the core challenges of backlog management:
Increased Analyst Productivity
Automating the querying and visualization process allows analysts to focus on higher-value tasks, improving overall productivity.
Improved Data Quality and Consistency
By maintaining accurate and up-to-date data, the platform ensures that customer support teams work with reliable information.
Reduced Time for Data Synchronization
Dashboards are automatically updated, eliminating delays and ensuring that analysts have real-time access to operational insights.
Enhanced Security
Implementing robust access control mechanisms ensures data is securely managed and accessible only to authorized users.
Comprehensive Data Management
All relevant conversations, queries, and dashboard interactions are stored and managed effectively, providing a centralized repository for ongoing analytics.