IONI

Pros

• Time-saving benefit: Ioni reduces the time spent by customer support agents in creating and searching for templates. It generates draft answers automatically by analyzing the context using AI technology, saving agents' time and effort.
• Control and validation: Agents have control and validation over the answers generated by AI. They can evaluate and approve the auto-generated answers, ensuring accuracy and eliminating the fear of incorrect responses being provided to customers.
• Quick template creation: Ioni allows agents to quickly create replacements for existing templates within their customer experience management (CXM) system. This enables efficient handling of popular requests and builds a repository of draft answers for less common inquiries.
• Improved accuracy in customer support: By leveraging AI, Ioni helps reduce the impact of human error in customer support interactions. It enhances the reliability of responses and minimizes the chances of providing incorrect or inconsistent information to customers.
• Empowering novice agents: Novice agents can rely on approved draft answers generated by Ioni, enabling them to provide quality responses from the start. This reduces the learning curve and improves efficiency for new agents.
• Up-to-date knowledge: Ioni generates answers based on the latest information available in the knowledge base. This ensures that responses provided to customers are up to date and aligned with the most current information.
• Utilization of textual documents: Ioni can analyze and process various sources of text, including knowledge bases, FAQs, support articles, and uploaded documents (PDFs, DOCs, CSVs). This allows for a wide range of information sources to be utilized in generating draft answers.
• Rapid integration and workflow optimization: Integration with Ioni does not require extensive integration or training. New agents receive smart draft answers, streamlining their onboarding process and enabling them to provide accurate responses quickly.

Cons

• Sensitive topics require human involvement: For sensitive topics that require 100% agent involvement, Ioni immediately redirects those inquiries to human agents to ensure appropriate care and expertise in addressing customer concerns.
• Chatbot capability in the future: While Ioni currently functions as ticket assistance, the introduction of a chatbot is planned. The chatbot will provide additional capabilities, such as automated responses during non-working hours and acting as a reference tool for articles in the knowledge base.