AI-assisted troubleshooting improves Tana’s service support efficiency
Though only a proof of concept, Tana’s experience shows how AI can improve the troubleshooting process, making it more efficient, effective, and consistent. Besides improving the service support, it will also enable the support team to focus on more value-adding activities.
The proof of concept also suggests that new team members will benefit even more from a fully developed system by closing the knowledge gap and boosting their confidence in interactions.
The GenAI assistant’s consistent performance shows its potential to consistently deliver high-quality service.
In line with this, the after-sales team’s overall feedback on the proof of concept has also been positive, and the outcomes have by and large met Tana’s expectations.
“Using a joint agile approach, Solita and Tana experts quickly integrated an AI assistant into our systems. The cooperation with the Solita team was working very well during the PoC project”, says Teemu Lintula.
Tana leads by example with AI, paving the way for smarter after-sales service
Tana’s GenAI assistant has proven useful in solving complex problems and shortening resolution times. It will transform the work of the after-sales team. This, we believe, sets the stage for improved customer service in the future.
“This project demystifies AI. It shows that AI solutions will be part of our daily operations. We will especially use them to complement the know-how of experts and to speed up information retrieval,” adds Lintula.
“The latest advances in Generative AI and AI assistant technology present great opportunities to increase the speed and quality of different tasks in, for example, troubleshooting work. Tana’s good experiences with AI-assisted after-sales service should definitely be used as a source of inspiration for other companies with similar after-sales or customer service functions,” says Mikael Ruohonen, Business Lead, Data Science & AI, from Solita.