At AlongX, we are fixated on making life easier for our customers. That means embracing a new, extraordinary technology that will supercharge our customer support: Retrieval-Augmented Generation, commonly referred to as RAG.
What is RAG?
Think of RAG like a super-intelligent assistant. For every query that the customer throws at it, RAG rapidly accesses the best information from our internal database and uses the same to respond with a helpful, personalized response. It's having team experts at your fingertips—only faster!
Addressing Closer-to-Home Issues:
Before RAG, our customer support team managed to struggle through a number of these common issues. Sometimes the answer was inefficiently long to find; at other times, responses just came across as inconsistent—something that can sometimes be annoying for a customer. We knew we needed a solution, one that could keep up with a growing customer base.
How We Implemented RAG:
Integrating RAG into our system was instrumental in changing this. Instead of training the AI model on all our information, we use a vector database to retrieve relevant documents. When a customer reaches out, the AI model retrieves context from these documents and allows it to provide quick, accurate, and personalised responses to the customer.
Benefits Realization:
The improvements we have seen since we started using RAG are unimaginable. Response times have come down drastically. Most of the queries get resolved within minutes, for which our customers are kept happy. Moreover, consistency and accuracy of our responses have improved, reducing further follow-up from customers.
Looking to the Future:
We're only just getting started with RAG, looking to add more features that support more languages and work across all our customer communication channels. We want to make sure that every experience each customer has is smooth and satisfying as much as possible.
Conclusion:
At AlongX, RAG is much more than a technology tool in our kit—it's part of how we're committed to delivering outstanding customer service. Leveraging the power of AI to retrieve and generate information isn't keeping up with—rather, it exceeds—our customers' expectations.
