Question: Do you know of a customer support automation tool that uses generative AI and can be customized to fit specific business processes and policies?

If you're looking for a customer support automation tool that uses generative AI and can be customized to fit specific business processes and policies, Netomi could be a good choice. It's an enterprise-grade platform designed to help companies provide a great customer experience across many touchpoints, including email, chat and social media. Netomi uses sanctioned generative AI to automate support interactions and offers high-quality responses while maintaining brand safety and security. The platform features include real-time omnichannel intelligence, goal-driven and sanctioned generative AI, and a no-code workflow builder for customization.

Another good option is Ada, which replaces traditional scripted chatbots with AI-powered customer service. Ada integrates with existing knowledge bases and data from important business systems to offer personalized answers to customer questions. The platform spans multiple languages and channels, including web, mobile and phone, and offers automated resolution measurement and AI coaching. Ada customers have reported impressive results, including a 2x increase in automated resolution rate and $2.7 million in annual savings.

Ultimate also deserves consideration for its generative AI abilities, automating more than 60% of support requests across multiple digital channels. The platform includes UltimateGPT for answering FAQ-style questions, Dialogue Builder for custom dialogues, and an Analytics Suite for optimizing conversation performance. Ultimate can connect to any CRM with one-click connections and API integrations, which makes it easier to automate complex use cases and scale support operations.

Last, Forethought offers a variety of tools to automate mundane tasks and improve resolution rates. Its Solve feature can answer simple questions with automated responses, while Triage evaluates customer intent and routes tickets to the right agents. The platform integrates with popular helpdesks like Zendesk and Salesforce and is designed for e-commerce and SaaS businesses, with reported results including a 15x average return on investment and a 40% average reduction in First Response Time.