Synology introduces AI for customer service, providing a faster and better experience
Synology is transforming global customer service by integrating AI into
the entire process, significantly enhancing the efficiency and quality of
support provided.
"Synology provides comprehensive technical support, encompassing
product usage inquiries, critical troubleshooting, and advisory for complex
deployments." said Vincent Tsai, Director of Technical Service. "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."
Leveraging a Retrieval-Augmented Generation architecture, Synology's
support AI has access to anonymized technical materials and troubleshooting
insight gained from Synology’s experience serving millions of customers
worldwide. Further alignment and reinforcement learning processes ensure the
response is high-quality, helpful, and self-improving.
With the introduction of Synology’s first-generation support AI,
customers can anticipate a significantly faster support response time, improved
by up to 20 times, leading to a more optimized service experience.
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