At Burti, we’re constantly striving to enhance the efficiency and effectiveness of our services, especially when it comes to customer support. We’re thrilled to announce a significant leap forward in this mission: the development of an advanced AI chatbot designed to empower our support staff like never before.
We affectionately named our new assistant Kurts.
Imagine a world where every support agent has instant access to the collective wisdom of all public knowledge bases concerning Standard ERP, Standard Books, flex.bi, and the other innovative products Burti is developing. That’s precisely the future we’re building.
The Challenge: Information Overload and the Need for Speed
The landscape of modern business software is complex and ever-evolving. Our products, while powerful and comprehensive, generate a vast amount of documentation, forum discussions, and best practices. While our support team is highly skilled and dedicated, navigating this immense sea of information to find the precise answer for a customer’s unique request can be time-consuming. This can lead to longer resolution times and, occasionally, the need to escalate issues that could be resolved faster with immediate access to specific knowledge.
The Solution: An Intelligent Learning Chatbot—Meet Kurts!
Our AI chatbot, Kurts, is not just another search engine. It’s a sophisticated learning system that continuously ingests and processes information from a multitude of public sources. This includes:
Official Documentation: Comprehensive manuals, guides, and specifications for Standard ERP, Standard Books, flex.bi, and more.
Community Forums and Knowledge Bases: Insights, solutions, and discussions from user communities and expert forums.
Burti’s Internal Knowledge: Curated best practices, frequently asked questions, and proven solutions developed by our own experts.
Kurts was created thanks to the generous support and resources provided by the EU Digitalisation Fund. This funding has been instrumental in allowing us to dedicate the necessary time and expertise to develop this powerful tool.
The chatbot is designed to understand the context of a customer’s request. When a support agent enters a query or a customer’s issue description, the AI doesn’t just pull up keywords; it analyzes the intent and provides relevant, accurate information directly related to the problem at hand.
How This Revolutionizes Our Support Staff's Workflow
Instant Access to Vast Knowledge: Our agents will no longer need to spend valuable time searching across multiple platforms. Kurts acts as a central, intelligent repository.
Contextual Understanding: Kurts goes beyond simple keyword matching, understanding the nuances of a customer’s problem to deliver highly relevant solutions.
Faster Resolution Times: With quick access to accurate information, agents can diagnose and resolve issues much more rapidly, leading to happier customers.
Enhanced Training and Onboarding: New support staff can leverage Kurts to quickly come up to speed on product intricacies and common issues, significantly reducing their learning curve.
Consistency in Support: By drawing from a unified knowledge base, Kurts helps ensure that customers receive consistent and accurate information regardless of which agent they interact with.
Focus on Complex Issues: By automating access to readily available information, our agents can dedicate more of their expertise to complex, unique challenges that truly require human problem-solving skills.
Looking Ahead: The Future of Burti Support and AI Integration
Kurts is just the beginning. The launch of this intelligent agent marks the first successful product from our new, dedicated initiative to integrate artificial intelligence.
We have established a robust internal structure specifically for assessing the potential usage of AI both within our company and, critically, in our customers’ businesses. This framework is already hard at work, exploring new opportunities and working on developing more AI-driven products that can automate processes, provide deeper insights, and create significant value.
This strategic focus, supported by the EU Digitalisation Fund, ensures we are not only adopting new technology but are pioneering practical, real-world AI applications for the benefit of our team and our clients.
By harnessing the power of artificial intelligence, we’re not only making our support staff more efficient but also elevating the overall customer experience. We believe this initiative will lead to even quicker, more accurate, and more satisfying resolutions for all our clients.
Stay tuned for more updates as we continue to develop and integrate cutting-edge technologies to serve you better!
