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In this blog, we explore how to enhance your customer success application by implementing a conversational search leveraging technologies such as Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG).
You will learn about the benefits of a conversational search in the context of a customer success application and how to implement it efficiently with Elasticsearch.
Introduction
What is a customer success application
A customer success application is a tool that allows customers to self-serve to find support information, so they get answers when they need them, and can maximize the value of products or services they use and help them maximize the value of their products or services. Imagine you’re planning a trip on a booking website, and there’s a dedicated section to assist you with any questions or issues regarding your planned trip, as well as options to contact support for further assistance. This is what a customer success application does – it keeps customers satisfied and ensures they have a successful experience with your services.
What is AI conversational search
AI conversational search allows users to interact with your application using natural language, much like having a conversation with a human. This technology understands user queries, retrieves relevant information, and provides accurate, context-aware responses in real-time, making search experiences more intuitive and efficient.
From a technical perspective, AI conversational search combines the power of Large Language Models (LLMs) and Retrieval-Augmented Generation (RAG). LLMs are capable of understanding and generating human-like text based on vast amounts of training data. RAG enhances this by integrating a retrieval system that pulls relevant information from a predefined, real-time and domain-specific dataset, ensuring the responses are both accurate and contextually relevant.
Benefits of AI conversational search for a customer success application
AI conversational search makes customer success applications much more user-friendly and helpful compared to a traditional search bar experience. It allows customers to ask questions naturally and get a quick, possibly personalized, answer, saving them time and frustration. Furthermore, they can ask follow-up questions if the first answer is unsatisfactory or if they need more explanation.
Overall, AI conversational search creates a better experience for customers, making them feel valued and providing them with prescriptive guidance based on their needs.