How to Use Implicit for Customer Support

Use Case : Customer Support

Transform Customer Support

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Give Tier 1 and Tier 2 agents instant access to documented fixes and historical context without relying on senior agents or engineers.

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Common Customer Support Challenges

Sound familiar? You're not alone.

Fragmented Knowledge

Knowledge scattered across Confluence, Zendesk, Slack, Notion, and tribal knowledge makes it impossible for agents to find answers quickly.

Slow Onboarding

New agents take 3-6 months to ramp up, delaying productivity and increasing training costs while senior staff are pulled away to mentor.

Senior Engineer Time Wasted

Escalations consume valuable senior engineer time on repetitive questions, pulling htem away from building product and strategic work.

Inconsistent Answers

Different answers across support channels lead to customer confusion, decreased trust, and repeated contacts for the same issue.

Here's how implicit solves these challenges

AI Support Copilot for Tier 1/2 Agents

Empower your frontline agents with an AI copilot that instantly provides expert-level answers from your entire knowledge base.

What to include in your Knowledge Base

Product docs, API references, past support tickets, and Slack troubleshooting threads are connected into a single, searchable knowledge base.

How to use the AI Navigator

Agents ask real support questions and get step-by-step answers grounded in company knowledge, with citations back to the source documents.

What you can create with Content Studio

Automatically generate troubleshooting runbooks and standardized responses from recurring ticket patterns.

New Hire Onboarding & Certification

Accelerate new agent ramp time from months to weeks with AI-powered training and practice environments.

What to include in your Knowledge Base

Product manuals, training docs, certification materials, and video transcripts are centralized in one place.

How to use the AI Navigator

New hires practice by asking questions and working through AI-generated mock tickets before handling real customers.

What you can create with Content Studio

Generate quizzes, flashcards, and certification content directly from your existing documentation.

What you can track with Analytics

See which topics new hires struggle with most to continuously improve training and docs.

Self-Service Knowledge Base Improvement

Reduce ticket volume by improving your public-facing knowledge base with AI-driven insights and content generation.

What to include in your Knowledge Base

Existing help center articles, support tickets, and customer chat conversations are ingested and connected.

How to use the AI Navigator

Deploy a public-facing AI that answers customer questions using only approved, source-backed documentation.

What you can track with Analytics

Identify the most common customer questions that lack clear or complete documentation.

What you can create with Content Studio

Auto-generate FAQ updates and new help articles based on real ticket and question trends.

Product Launch Support Readiness

Ensure your support team is fully prepared for product launches with AI-generated materials and real-time knowledge access.

What to include in your Knowledge Base

Product specs, beta feedback, engineering notes, and release documentation are organized ahead of launch.

How to use the AI Navigator

Support teams rehearse launch questions and get accurate, approved answers before customers ask them.

What you can create with Content Studio

Generate launch-ready FAQs, agent talking points, and known-issues documentation.

How teams use Implicit during launch

Search Implicit directly from Slack to get fast, consistent answers during high-volume launch periods.

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faster, more accurate support.

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