Taiwan-based Synology is integrating AI in the process of customer service to enhance the efficiency and quality of support provided.
Synology provides technical support, encompassing product usage inquiries, critical troubleshooting, and advisory for complex deployments. “With the introduction of the new support AI, our goal is to substantially reduce response times for basic inquiries, thus enabling our technical support engineers to concentrate on addressing complex cases that demand immediate attention,” said the company’s technical service director Vincent Tsai.
Leveraging a retrieval-augmented generation architecture, the company’s support AI has access to anonymised technical materials and troubleshooting insight gained from its experience serving customers worldwide. Alignment and reinforcement learning processes ensure the response is high-quality, helpful, and self-improving, the company said.
The company believes that with AI, its customers can expect a significantly faster support response time, improved by up to 20 times, leading to a more optimised service experience.
