Artificial intelligence (AI)

12 JUL 2024 ⎯ 5 MINS READ

AI Revolution in Customer Support: LinkedIn's Breakthrough in Process Optimization

insight

Introduction

In the fast-paced world of customer service, artificial intelligence is making waves, and LinkedIn is riding the crest. A groundbreaking study from the professional networking giant reveals how cutting-edge AI is transforming customer support, slashing resolution times, and setting new benchmarks for service efficiency.

The AI Game-Changer: Blending Knowledge Graphs with Language Models

At the heart of LinkedIn's innovation is a clever fusion of two powerful AI technologies: knowledge graphs and large language models. This combination, known as Retrieval-Augmented Generation with Knowledge Graphs (RAG-KG), is redefining how customer queries are processed and resolved.

Traditional AI systems often struggle with context and relationships between different pieces of information. LinkedIn's approach tackles this head-on by creating a rich, interconnected web of customer support knowledge. Imagine a vast, intelligent network that understands not just individual issues, but how they relate to each other – that's the power of a knowledge graph.

The Results Speak Volumes

The impact of this AI-driven approach is nothing short of remarkable. In a controlled experiment within LinkedIn's customer service team, the new system demonstrated its prowess:

  1. Lightning-Fast Resolutions: The median time to resolve an issue plummeted by 28.6%.
  2. Dramatic Overall Improvements: Average resolution times were slashed from 40 hours to just 15 hours.
  3. Consistency in Complex Cases: Even for the most challenging issues (90th percentile), resolution times nearly halved from 87 hours to 47 hours.

These aren't just numbers – they represent real improvements in customer satisfaction and operational efficiency.

Beyond Speed: Enhancing Quality and Accuracy

But it's not all about speed. The AI system showed significant improvements in the quality and relevance of responses:

  • A 77.6% boost in retrieval accuracy, ensuring that the most relevant information is always at the fingertips of support staff.
  • Substantial improvements in answer quality, with metrics like BLEU scores (a measure of text quality) seeing notable increases.

This means customers aren't just getting faster responses – they're getting better, more accurate solutions to their problems.

The Future of Customer Support

LinkedIn's innovation points to a future where AI doesn't just assist customer support – it revolutionizes it. Here's what this could mean for businesses and customers alike:

  1. Personalized Support at Scale: AI systems can handle an increasing volume of queries without sacrificing personalization.
  2. Continuous Learning and Improvement: These systems can dynamically update their knowledge, staying current with new issues and solutions.
  3. Empowered Human Agents: With AI handling routine queries, human agents can focus on complex issues that require a personal touch.
  4. Cross-Industry Applications: While pioneered in tech, this approach has potential across various sectors, from healthcare to finance.

The Human Element: AI as a Collaborator, Not a Replacement

It's crucial to note that LinkedIn's approach doesn't aim to replace human support staff. Instead, it empowers them, providing rapid access to relevant information and freeing them to focus on tasks that require human empathy and complex problem-solving skills.

Conclusion: A New Era in Customer Support

LinkedIn's research heralds a new era in customer support – one where AI and human expertise work in harmony to deliver unprecedented levels of service. As these technologies continue to evolve, we can expect even more dramatic improvements in how businesses interact with and support their customers.

For companies looking to stay competitive in an increasingly customer-centric world, embracing AI-driven solutions like LinkedIn's RAG-KG system isn't just an option – it's becoming a necessity. The future of customer support is here, and it's powered by artificial intelligence.

Ismir Harambašić / Chief Growth Officer

Artificial intelligence (AI)

Media & Telecommunications

author

Author

Ismir Harambašić

Ismir Harambašić is a seasoned professional with over 15 years of experience in software development. He has demonstrated a deep understanding of software processes and innovation, serving as CEO of Ant Colony for over 7 years and now as Chief Growth Officer at Bloomteq. His extensive background in both technical and managerial domains drives the company's expansion and development.

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