How to use generative AI for customer support
Table of Contents
In this insightful episode of the Tekpon SaaS Podcast, host Cristian Dina welcomes Alex Khoroshchak, CEO, and Roman Lutsushyn, CTO of CoSupport AI, an innovative company specializing in AI-driven customer support solutions. The discussion delves into their AI technology’s capabilities, advantages, and future in transforming customer support processes.
What is CoSupport AI?
Alex explains that their startup focuses on developing AI solutions to address growing customer expectations for immediate and accurate support. He emphasizes that traditional customer support approaches are becoming obsolete. CoSupport AI aims to automate support requests and enhance team productivity through AI-generated reply suggestions and business intelligence that converts customer interactions into revenue opportunities.
Alex elaborates on the various use cases of CoSupport AI. The primary use case is standard support automation, where the AI can independently resolve incoming requests by leveraging documentation and past correspondence. Another significant use case is sales-oriented support, where AI encourages customer interactions that drive sales. Additionally, the AI can provide ready-to-go reply suggestions for support teams, enhancing efficiency. The Business Intelligence (BI) module integrates with communication channels and CRM systems, automatically generating reports on top customer issues and feature requests, thus minimizing manual data tracking and analysis efforts.
Regarding pricing, CoSupport AI incorporates a one-time setup fee ranging from $500 to $5,000 and monthly subscriptions starting at $2,000 for 10,000 AI responses. This structure includes multilingual support, 24/7 availability, and BI interactions.
The story of the company
Roman takes over to narrate the intriguing origins of the company. Initially hired as a machine learning engineer at a support outsourcing company in October 2020, Roman developed a solution to optimize ticket processing. Recognizing the potential, the company’s CEO proposed starting a new company with Roman at the helm of technical development. After two years of operating under NLP Lab, they rebranded as CoSupport AI, focusing on delivering end solutions rather than merely conducting research.
The team consists of three co-founders, led by Alex, and includes around ten highly skilled professionals. Roman mentions that one of their investors, Daria Leshchenko, CEO of supporters, has also been a guest on the podcast. The competitive landscape for AI in customer support is rapidly evolving, but CoSupport AI distinguishes itself through patented technology. These patents ensure their AI’s superior speed, accuracy, and privacy, which is crucial in a crowded market where many new AI companies regularly emerge.
The episode also discusses the challenges of meeting customer demand and market education. Alex reveals that early sales strategies included email and LinkedIn outreach, successfully converting leads found through software comparison platforms into clients. This method proved effective in establishing initial customer relationships.
Cristian wraps up the episode by thanking the guests and expressing his belief in the value CoSupport AI offers. This episode provides a comprehensive overview of how generative AI can revolutionize customer support, making it a must-listen for businesses looking to innovate.
