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Leverage the Knowledge

Once you have gathered, transformed, enriched, and contextualized your customer interaction data and stored it in your database, you can leverage that information to improve customer communication. To achieve this, your database should integrate:

Contact history and insights (handled by the Keep the Record tools). Your company's detailed catalog of products, pricing, channels, and customer processes. Customer service manuals, including technical troubleshooting guides. API access to your CRM, ticketing system, customer portfolio, and billing details. Any other key information required to manage customer relations.

Armed with this data, AI models, and Contacter tools, you can deploy AI agents to:

  • Provide your CSRs with a specialized chat tool to query customer-specific information.
  • Draft first-line responses to emails and SMS messages (with automated escalation when necessary).
  • Deliver customer-facing text chat capabilities with programmable actions.
  • Deliver customer-facing voice call capabilities with programmable actions.

Contacter is planning and developing a new set of tolls to enable these capabilities:

  • Finder – A database and API content retriever that searches and prepares information to feed the AI (from past interactios,n data in RAG systems and Customer APIs, with a strong emphasis on information security).
  • Chatager – An AI-powered text chat assistant for agents.
  • Chatomer – An AI-powered text chat interface for customers.
  • Callomer – An AI-powered voice chat interface for customers.

(Note: The Leverage the Knowledge tools suite are currently under planning and development.)