AI-aided customer support
We implement an AI assistant for support agents: the AI suggests answers, prepares drafts, pulls the needed information from the knowledge base — the agent works faster and answers more consistently. This is augmenting the human, not replacing them. Honestly upfront: the AI HELPS the agent, but the final answer is given and reviewed by a human — the model can err or make things up (hallucination), so sending its drafts to the client without review is not allowed; suggestion quality depends on your knowledge base.
AI-aided customer support — overview
An AI support assistant is a tool inside the agent's workspace: the AI in real time suggests answer options for an inquiry, prepares a draft reply, finds relevant articles/policies from the knowledge base (868), briefly summarizes a long conversation, suggests the next step. The agent edits and sends — i.e. the AI speeds things up, the human decides. Honestly about the role, this is key: this is an assistant to the AGENT, not a bot instead of the agent (a customer chatbot is a separate service 867). The final answer is formed and reviewed by a human. This reduces risks: the agent catches the AI's error or fabrication before sending to the client. Honestly about hallucinations: the AI's suggestions can be wrong or made up — so sending them to the client 'as is' without reading is not allowed. The value is exactly in the 'AI suggests → human reviews and sends' loop. Honestly about quality: suggestions are as good as your knowledge base and inquiry history; bad data — bad suggestions. Honestly about the effect: it speeds up answers, levels quality (newcomers answer like experienced staff), reduces load — but does not replace training people and does not guarantee 'perfect support'. Honestly about cost and privacy: AI suggestions are paid per token; client correspondence goes to the model — consent and care with personal data are needed. Honestly about access: a knowledge base and integration with the support system are needed. An important boundary: this is an agent assistant; customer chatbot — 867; knowledge base — 868; internal assistant for all employees — 884. Picture this: instead of 'the agent searches for the answer by hand and writes from scratch' — a ready draft and the needed info at hand, which the human finalizes and sends. The base price starts from 45,000 ₽ (depends on integrations and the base).
Problems we solve
- Agents spend a long time searching for info and writing answers from scratch.
- Answer quality 'drifts' between newcomers and experienced staff.
- A long conversation is hard to grasp quickly.
- Support is overloaded, response time grows.
What's included in the AI-aided customer support service
- AI answer suggestions and drafts inside the agent workspace
- Pulling relevant information from the knowledge base (868)
- Summarizing a long conversation and suggesting the next step
- The 'AI suggests → human reviews and sends' loop
- Honest boundaries (hallucinations; the final is the human's)
- Consent and privacy for correspondence
- Quality dependence on the knowledge base
- Handover and review with you
What you get
- Agents answer faster and more consistently
- Newcomers work at the experienced level (suggestions + base)
- Less load and response time
- Quality control (a human reviews before sending)
How the work goes: steps
- We integrate with the support system and knowledge base; collect access
- We set up suggestions, drafts, summaries, info search
- We deploy with human review, honestly set boundaries with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
Is this a bot that answers clients itself instead of the agent?
No — it is an assistant to the AGENT, not a replacement. The AI suggests answers and drafts, but the human forms and sends the final. A bot answering clients directly is a separate service (867). Here the human is in the loop: they review and, if needed, edit the suggestion. This reduces the risk of AI errors because the agent catches them before sending.
Can the AI's drafts be sent to the client without review?
No, and that is honest: the AI's suggestions can be wrong or made up (hallucinations). Sending them 'as is' is risky. The value is exactly in the loop: the AI prepares a draft, the human reviews and sends. So the client gets a fast and quality answer, and the model's errors do not reach them. We build the process exactly this way.
What does suggestion usefulness depend on?
Above all on the quality of your knowledge base and inquiry history: with complete and current data suggestions are accurate, with bad data weak ('garbage in — garbage out'). Also on integration with your support system. We help put the base in order and set up the assistant, but honestly: without proper data even a good AI is limited.
About the provider
The «AI-aided customer support» service is provided by PDV Expert — a team specialising in «Site quality». We work under contract and deliver a written report with recommendations.