Fast, accurate access to information is critical for agents. Without it, handling times increase, service becomes inconsistent, and customer satisfaction drops. To address this, we implemented an AI knowledge management tool that centralizes information and supports agents during both training and live operations.
Transforming Customer Support with AI Knowledge Management
We implemented an AI system that centralizes information and provides real-time guidance to our support agents. This has proven to boost response speed, shorten handling time, and increase customer satisfaction.
Why knowledge access matters
How it works in live support
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Centralized knowledge base
Agents can instantly access updated product details, policies, and workflows from one place.
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Live support assistance
The system suggests relevant answers, such as structured email replies, that agents adapt to match brand voice and standards, thereby reducing effort and increasing response speed.
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Reduced dependency on supervisors
The number of clarifying or product-related questions directed to team leads, trainers, and quality controllers decreased by approximately 50%.
Measurable results
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Results within four weeks:
- Customer Satisfaction (CSAT) rose by up to 8%.
- Average Handling Time in chats dropped by as much as 8h 12m.
- Time to First Response (TFR) in chats improved by up to 1h 12m.
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Impact on customer feedback:
- “Not fully resolved” cases decreased from 9% to 5%.
- “Robotic responses” fell from 10% to 3%.
- Overall negative feedback dropped from 30% to 17%.
Benefits for our clients
Faster resolution
Shorter handling and response times improve customer experience.
Higher quality
More attentive and natural interactions strengthen brand trust.
Agent independence
Teams handle a wider range of cases without escalations.
Efficiency gains
Cost efficiency per conversation improved by 16%, compounding significantly at scale.
The bigger picture
This case demonstrates how we approach innovation: by testing, refining, and integrating artificial intelligence into real operations to drive measurable impact. Alongside AI for training, AI knowledge management in real projects is another example of how we ensure clients receive faster, more consistent, and higher-quality support.
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50%
fewer questions to supervisors
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8%
CSAT improvement
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16%
better cost efficiency
Team's insight
Integrating AI knowledge management transformed how our agents work. Now they access the right information instantly, which enables them to resolve cases faster and deliver an even more confident experience to customers.
Alina Lovina
Project Manager
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