Implicit, a pioneering AI technology company, announced the launch of its AI platform designed to transform customer experience with AI-driven agent support and knowledge management. With a unique blend of agent-assist and self-service experiences, Implicit enables organizations to deploy support solutions tailored to their specific needs, improving efficiency and accuracy while reducing costs.
At the heart of the solution are two key offerings:
- Implicit Knowledge: A self-service customer support chatbot that mirrors the expertise and empathy of top-tier technicians, allowing users to quickly and accurately resolve issues without human intervention.
- Implicit Support: An AI-powered product expert copilot that comprehensively understands every documented product, issue, and resolution, empowering support agents to become instant product experts from day one.
Solving Six Critical Challenges in Customer Support and Knowledge Management:
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Implicit directly addresses the core challenges faced by customer success and knowledge management teams, including:
- Ambiguous customer queries that traditional systems struggle to interpret.
- Constantly evolving product lines and associated issues.
- The complexity of interconnected product ecosystems.
- The difficulty of managing distributed and private knowledge assets.
- Inconsistent, incomplete, or outdated knowledge bases.
- Multiple and often inconsistent authors contributing to knowledge repositories, including legacy documentation.
“Product expertise is mission-critical to excellent customer service for companies with complex, interconnected products, and yet it remains one of the most challenging capabilities to deliver efficiently,” said John Kanarowski, Implicit’s CEO. “Implicit is revolutionizing AI-driven product expertise by making both self-service and agent-assisted support smarter, faster, and more cost-effective than ever before.”
Implicit’s proprietary AI technology is built on cutting-edge advancements, including knowledge graphs, GraphRAG, and chain-of-thought reasoning, ensuring unparalleled accuracy. By ingesting private product data – including product catalogs and taxonomies, problem and resolution situations, and error codes – the system intelligently maps relationships between products, their potential issues, and optimal solutions. Furthermore, the platform incorporates an immediate human feedback loop for continuous improvement and provides citations with every response to ensure verifiable accuracy.
SORUCE: Businesswire