Implicit, a pioneering AI technology company, has officially launched its cutting-edge AI platform designed to redefine customer support through AI-driven agent assistance and knowledge management. By combining agent-assist technology with advanced self-service capabilities, Implicit empowers organizations to enhance efficiency, accuracy, and customer satisfaction while reducing operational costs.
Introducing Implicit’s Core Offerings
At the heart of the platform are two transformative solutions:
- Implicit Knowledge: A self-service chatbot engineered to replicate the expertise and empathy of top-tier technicians, enabling users to swiftly and accurately resolve issues without human intervention.
- Implicit Support: An AI-powered product expert copilot that deeply comprehends every documented product, issue, and resolution—allowing support agents to become instant product experts from day one.
Addressing Six Major Challenges in Customer Support
Implicit’s AI-driven platform tackles some of the most pressing challenges faced by customer success and knowledge management teams, including:
- Ambiguous customer queries that traditional support systems struggle to interpret.
- Rapidly evolving product lines and associated troubleshooting complexities.
- The intricacies of managing interconnected product ecosystems.
- Difficulties in handling distributed and private knowledge assets.
- Outdated, inconsistent, or incomplete knowledge bases.
- The challenge of maintaining consistency across multiple contributors, including legacy documentation.
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“Product expertise is mission-critical to excellent customer service for companies with complex, interconnected products, and yet it remains one of the most challenging capabilities to deliver efficiently,” said John Kanarowski, Implicit’s CEO. “Implicit is revolutionizing AI-driven product expertise by making both self-service and agent-assisted support smarter, faster, and more cost-effective than ever before.”
Leveraging Advanced AI for Unmatched Accuracy
Implicit’s proprietary AI technology harnesses advanced methodologies—including knowledge graphs, GraphRAG, and chain-of-thought reasoning—to deliver unparalleled accuracy in product support. By ingesting private product data, such as catalogs, taxonomies, troubleshooting scenarios, and error codes, the platform intelligently maps relationships between products, potential issues, and optimal solutions. Additionally, an integrated human feedback loop ensures continuous system improvement, while built-in citations provide verifiable accuracy for every response.
“Our AI-driven platform is designed to address the fundamental challenges of customer support in complex product ecosystems,” said Steve Brain, Implicit’s CTO and CPO. “With advanced technology that deeply understands product relationships and issue classification, we’re empowering companies to deliver unparalleled support experiences at scale.”