Wolken Software, a leading provider of customer service solutions for B2B companies, announced the general availability of Wolken Gen AI. Following an initial beta round that included implementations at customers located across North America, Europe, and Asia, the technology showed proven results for streamlining and enhancing the process of managing customer queries and improving the experience of the customer service process. Wolken Gen AI is the first technology offering within the company’s new Wolken AI suite of products that is being made available to all customers.
Wolken Gen AI, which can be integrated into nearly any service management platform, automates many processes that are traditionally conducted manually such as creating customized responses to user queries by identifying relevant data across multiple sources and generating a unique answer for each one. This streamlines the process of generating individual responses for agents and increases the speed of responses from customers or internal stakeholders.
“As companies search for AI solutions that deliver tangible business results, we are pleased that Wolken Gen AI has proven to be a transformational tool for increasing efficiency within customer service for our customers,” said Rohan Joshi, CEO and co-founder of Wolken Software. “We have made it our goal for all the technology offerings within the Wolken AI suite of products to be easily implementable by our customers and to provide business solutions. As our inaugural AI product, Wolken Gen AI has been a significant success.”
Key Features
When a query is submitted, Wolken AI can provide a unique response based on the specific needs of an individual request. The technology is built on machine learning models that can be trained by leveraging historical data sets from across an organization. When a query is submitted, Wolken AI identifies and culls all relevant content from multiple sources. At that point, the LLM crafts a new response that is fine-tuned using prompt engineering.
Wolken AI has already been implemented to enhance the following processes within the company’s customer base:
- Prioritization and categorization of tickets
- Automating the need to reopen tickets based on customer responses
- Strategically routing tickets to agents based on content
- Identifying trends of similar incidents and creating a ticket for cluster problems automatically.
SOURCE: PRWeb