- AI-powered solutions enable customer service teams to quickly access relevant information and actionable recommendations, leading to faster ticket resolution, higher first contact resolution rates, and lower operational costs by reducing unnecessary escalations.
- Instant knowledge discovery and comprehensive information access provided by AI streamline onboarding for new hires, enabling them to become productive more quickly, improving employee confidence, reducing reliance on senior staff for training, and increasing retention rates.
- By unifying information across systems and providing omnichannel support, AI helps customer service organizations deliver faster, more accurate, and always-available assistance, resulting in measurable reductions in ticket resolution times, improved agent productivity, and enhanced customer satisfaction.
Customer service teams today are grappling with heightened expectations both internally and externally—resulting in the need for rapid access to essential information, along with better ways to tackle high employee turnover while reducing onboarding times. Turnover rates for call center agents are hovering at a concerning 30-45%, while onboarding takes months, resulting in a third of onboarding investments going to waste. With budgets tight, and the perception of customer service as a cost center, teams need to maximize efficiency and productivity while maintaining customer satisfaction.
Thankfully, AI-powered solutions are transforming every stage of the employee and customer experience. In this blog, we’ll expand on real examples of how customer service teams today achieve success and value by applying cutting-edge AI solutions to their workflows. Learn how the right AI platform can empower support staff with solutions that tackle anything from time-to-resolution (TTR) through next step recommendations, or generating seamless summaries for handoffs.
Better prioritize tasks and time by reducing escalations
Empowering frontline support staff with instant, comprehensive access to the information they need dramatically increases the percentage of tickets resolved at first contact, helping to minimize unnecessary escalations. When agents can quickly find accurate answers, organizations see measurable improvements in First Contact Resolution (FCR) and reductions in Mean Time to Resolution (MTTR), both of which enhance the customer experience and reduce operational costs. This approach not only streamlines support workflows but also allows senior staff to focus on more complex issues and strategic initiatives, rather than being pulled into routine escalations.
Organizations across industries are using Glean to achieve measurable gains in their support operations. Hospitality teams have increased first call resolution by 17%, telecom companies report 24–47% efficiency improvements in information search for agents, and technology sector support teams have seen a 13% rise in positive employee satisfaction. Glean equips frontline staff with instant answers, enabling faster, more effective service and higher satisfaction for both employees and customers.
Quicker onboarding and support for new hires improves retention
Providing instant access to the knowledge and resources accelerates the onboarding process for new support staff, now capable of ramping up quickly and performing at the level of more experienced team members. By reducing the time required for new hires to become effective, AI can minimize the burden on senior staff for training and support, easing workplace stress and helping new employees feel more confident in their roles. This streamlined approach to onboarding not only lowers associated costs but also fosters a more positive experience for new team members, helping improve retention and strengthening overall support operations.
Glean provides this instant knowledge discovery and access, enabling companies like a leading fintech enterprise to reduce new agent ramp-up time from four months to one, cutting onboarding time by 75%. Other companies also saw up to an 11% increase in support staff retention, thanks to new hires becoming productive faster, succeeding in a more informed and streamlined workplace.
Improving customer satisfaction through quick, omnichannel support
Effectively reducing churn and building stronger customer loyalty starts with meeting the high expectations of today’s customers. They demand fast, accurate, and always-available support across all channels—a challenge without seamless information sharing and discovery throughout your entire organization. By streamlining this flow of information, your team can resolve issues faster and ensure a superior support experience.
Leading organizations across industries are turning to Glean for customer service to seamlessly connect information from tools like Zendesk, Service Cloud, and ServiceNow CSM. This empowers support agents with instant access to actionable recommendations—such as next steps for open tickets, draft customer communications, and suggested experts for quick escalation. This unified approach not only helps agents resolve issues faster, but also delivers measurable impact: teams using Glean have seen up to a 20% reduction in ticket resolution times and save over an hour per day per agent.
Delivering better service through improved customer and employee experiences
Customer service teams require an AI solution that can tackle the complexities of today's omnichannel support strategy effectively. Great AI solutions provide complete, comprehensive, and secure platforms that understand and index all your enterprise data and activity—the key to enabling service teams to provide satisfactory resolutions while preventing burnout along the way.
Looking to see for yourself how Glean can help you achieve these goals and more? Get a free demo today, and sign up for our webinar on scaling support without breaking your team here.
