AI in Support: Evolution, Not Replacement

Lately, I've been getting a lot of questions about my thoughts on AI in support and how it fits into the future at Meero . It’s a conversation that's on everyone’s mind, especially as artificial intelligence becomes more prominent across industries.

AI is here, that’s obvious. But let’s be clear: AI is not some magical solution that will instantly replace jobs (even though many have bought into that idea). The reality is that AI changes the way we work at all levels of the support department, from agents to directors. It doesn’t take jobs, but if you don’t embrace it, those jobs will go to someone else who will. This is true for all sectors, not just support.

How We Implemented AI at Meero

At Meero, we decided to approach AI thoughtfully in our Care department. We didn’t just jump on the bandwagon for the sake of it. Instead, we focused on real, tangible improvements that AI could bring without compromising the human touch that’s still essential in support.

AI as a Tool, Not a Crutch

First off, I’ve never been a fan of what I call “half AI solutions.” These are AI tools that “whisper” responses to agents, and then the agents simply hit ‘send.’ It’s not really AI, and it reduces agents to being glorified button pushers. Do you really want your agents to spend their days mechanically clicking ‘send’? This approach shows a lack of trust in AI to handle the job properly, and at the same time, it diminishes the agent’s role. Not my cup of tea.

What we want at Meero is for our agents to use their time and energy where they bring the most value—on the cases that are too technical for AI, or those that require a level of empathy that only a human can provide. We want them thinking critically, improving processes, and finding creative solutions for complex problems. That’s where human intelligence thrives. AI, on the other hand, should help them by handling the more repetitive, low-value tasks.

AI Agents: Handling the Basics

One of the first areas where we implemented AI was with AI agents to provide 24/7 support for basic inquiries. You know the kind: “Can I have my invoice from last May?” “How do I reset my password?” “How can I change my VAT number?” These are simple, straightforward requests that don’t require a human touch.

At Meero, we decided to roll out two types of AI agents: one via chat (Genii by tolk.ai ) and one via phone (Pyto). These tools have been game changers. Our AI agents handle the most common requests instantly, 24/7, giving users the immediate responses they need. For us, it means fewer repetitive tickets for the human team to deal with, which frees up their time for more complex cases. It’s a win-win for both sides.

But that’s not the end of the story.

Feeding the AI: It’s All About Data

One crucial point that gets overlooked too often is that AI is only as good as the data it’s fed. AI needs a high volume of accurate, up-to-date information to function at its best. For our AI agents, that means their “diet” consists of the articles in our knowledge base. And that’s where things get tricky for most support teams: how do you keep your knowledge base fresh, consistent, and error-free without spending all your time on it?

You don’t want your support agents spending their days reviewing outdated articles or rewording documents. That’s not where they add the most value. But you also don’t want to hire an entire team of content managers just to keep your knowledge base in shape. So, how do you find a balance?

Internal AI: Taking Care of the Boring Stuff

This is where AI really shines—on the internal side, automating the tedious work. At Meero, we use two AI tools to help manage our knowledge base: Ariglad and a customized GPT tool.

• Ariglad is an amazing AI tool that integrates with our ticketing system and our knowledge base. It scans every conversation between our agents and clients and compares those interactions to the articles in our knowledge base. Based on this analysis, Ariglad suggests updates for existing articles or proposes new ones where there are gaps. It’s constantly learning from real-life interactions, which ensures that our knowledge base is always up to date with minimal human oversight.
• Our customized GPT tool helps us maintain consistency in the way we write knowledge base articles. I’ve set it up with Meero’s specific vocabulary, access to our internal glossary, and detailed tone-of-voice guidelines. It also understands our audience—who our clients are, how they interact with our products, and what kind of language resonates best with them. This tool has been incredibly helpful in producing clear, concise, and on-brand content across our knowledge base.

These AI tools have created a virtuous cycle at Meero: agents focus on support conversations, AI tools analyze those conversations and recommend updates, which then feed our AI agents, who handle repetitive tasks, reducing the workload for our human agents. It’s a cycle that keeps improving over time.

No Magic, Just Patience and Persistence

Let me be honest: this wasn’t an overnight success. Our initial AI agent interactions were frustrating, and we are doing the final adjustments to get Ariglad fully operational. There were hiccups along the way, and we had to continuously adjust based on feedback from both clients and the team.

The key takeaway? AI is not a one-size-fits-all solution, and it’s certainly not a magic wand. It requires constant tuning, reviewing, and improving. But the rewards are worth it. Using AI in this way has freed up our team to focus on high-value tasks, while the AI handles the repetitive queries and keeps our knowledge base in top shape.

AI in Support: The Future Is Now

There are no more excuses for not adopting AI in your support department. You don’t need to be an engineer to use AI effectively—I certainly wasn’t. My background is in geography, and a few years ago, I was working in cosmetics. If I can figure it out, so can you.

Always remember: AI is here to handle the repetitive, low-value tasks, freeing your team to do what they do best—provide empathetic, creative, and high-level support for your clients. So, if you’re swamped with repetitive tickets, start by focusing on an AI agent. If you’re dealing with complex cases and limited resources for content management, explore tools like Ariglad to ease the burden.

Staying Connected and Up-to-Date

One of the most important lessons I’ve learned during this journey is to stay up-to-date with the latest AI tools and engage with the broader community of CX and Care directors. There’s a wealth of knowledge being shared, and new technologies are being released all the time. Staying connected with others in the industry is vital to staying ahead of the curve. I’m always happy to chat about AI in support, so feel free to reach out if you want to exchange ideas or have questions!

Keep it simple, stay persistent, and don’t be afraid to experiment. The future of support is changing fast, and those who embrace AI will lead the charge. Now is the time to make support a strategic asset in your company.