10X support results with AI agents for tech support

Exceptional customer support at Raygun is non-negotiable for me. I knew we needed to incorporate AI into our workflow, but not at the expense of human interaction. Autohive is the perfect intelligent virtual assistant solution for improving support with AI automation without removing humans.

The documentation bottleneck

We’ve all been there - support teams spend more time playing detective in documentation than helping customers.

Research shows that support agents spend an average of 20% of their time searching for information. That’s one full day every week just hunting through documents! Studies have found that this documentation chaos increases resolution times by up to 40% and drops agent productivity significantly.

When your technical support team constantly says, “Let me look that up for you,” you know you’ve got a problem.

Our challenge with information overload

As our products evolved, our documentation ballooned. Knowing where to look for answers was getting in the way of providing timely replies to our customers. Similarly, the technical knowledge gap created silos of team members able to reply to specific queries.

Before implementing AI customer service technology, our customer success managers were spending almost half their day searching through documentation. We took hours to resolve complex technical queries because information scattered across different repositories slowed us down. Despite constantly up-skilling our team, we still struggled to keep pace with customer expectations for quick, accurate responses.

Our customers deserved better, and our team deserved tools that would let them shine rather than struggle.

Beyond chatbots for the right AI solution

We needed more than just another chatbot. Our criteria were strict. We wanted an AI solution that could:

• Truly understand nuanced technical language
• Integrate seamlessly with our existing knowledge management systems
• Provide accurate responses that match our brand voice
• Enhance our human support team, not replace them

After evaluating numerous options, we found that sweet spot where cutting-edge conversational AI meets practical application by creating a Docs Agent on the Autohive platform.

Integration that was quick and painless

The implementation was incredibly smooth! We integrated Autohive with our knowledge base, so all we had to do was ask the agent the questions on behalf of our customer. The AI support agent then responded to a Raygun team member with a complete reply, including step-by-step recommendations. All we had to do was review and hit send.

The dramatic improvement in results

Let’s talk results because, honestly, they’ve blown us away.

• First response times dropped from 4.5 hours to under 15 minutes (a 94% improvement!)
• Resolution rates improved by 78%, with most technical issues resolved in the first interaction
• Ticket escalation has decreased by 35%

These aren’t just numbers. They represent real customers getting real solutions faster through intelligent automated customer service.

From troubleshooters to success architects

Perhaps the most exciting transformation has been within our support team itself. Freed from spending hours hunting through documentation, our customer success managers have become true customer success architects. They’re now focusing on building relationships, understanding business goals, and proactively suggesting value-driven solutions.

The team used to dread complex technical tickets because they knew they’d spend their day buried in our docs. Now, we can focus on the human element with our AI-powered customer service solution. We understand what the customer is trying to accomplish and help them succeed.

Preparing your docs for AI success

If you’re considering a similar transformation with an AI customer service agent, start by organizing your documentation with AI in mind. Here’s what worked for us.

• Standardize formatting and structure across all documentation
• Break complex processes into clear, logical steps
• Use consistent terminology and create a robust glossary
• Include real-world examples and use cases
• Update and maintain documentation regularly

Remember, even the best natural language processing AI needs quality information. The cleaner your documentation, the better your results will be.

The power of AI and human collaboration

The future of support isn’t AI or humans. It’s the powerful combination of both. Our virtual support Docs Agent handles the technical heavy lifting, instantly processing vast amounts of documentation to find precise answers. Our teammates bring empathy, creativity, and strategic thinking, creating genuine customer connections.

Together, they provide a level of support that neither can achieve alone. Our customers get the technical accuracy and speed of AI combined with the understanding and personalization that only humans can deliver.

At Raygun, we’re leveraging AI customer service technology to set a new standard for exceptional customer support. The result? Happier customers, a more fulfilled support team, and a business that can scale without sacrificing quality.

Who knew adding some artificial intelligence would help us deliver such authentic human support?

Build your own AI agents on Autohive, the no-code AI platform.