Copyleaks Blog

 GenAI in Customer Support

Have you logged onto a favorite shopping site or your bank’s website and been asked to check out the new AI-driven customer support chat option? Or is an AI-based algorithm now making more personalized recommendations for you on a subscription-based site you like? 

GenAI is expanding into many verticals that touch our everyday lives. However, customer support may be the area that touches even those who don’t consider themselves very tech-forward or have no interest in adopting generative AI into their daily lives. 

While there are concerns about adopting AI into customer support, there are benefits that, when adopted responsibly, help streamline workflows and improve the overall customer experience. 

Let’s explore.

The Benefits of AI and Customer Support

Bridges Language Gaps

New genAI tools have arrived on the market to help customer support agents offer better international support and bridge the gap around language barriers. Thanks to AI, an agent can record a reply to a customer inquiry and then have it translated into the customer’s native language while retaining the sound of the agent’s voice.

24/7 Availability

One of the more significant advantages of genAI-powered customer support is the ease of offering assistance provided around the clock. AI can offer overnight help to basic customer inquiries that don’t require a more in-depth human touch.

Empowering Efficiency and Scalability

 Thanks to genAI’s ability to handle large inquiries, customer support teams can streamline operations and reduce customer wait times at peak periods. AI can help sort inquiries based on need, freeing human agents to dedicate more time to the customer and not so much time to tedious tasks.

Offers Better Data Insights

 AI models can analyze vast amounts of customer data in a fraction of the time it would take humans to do so. This helps teams uncover valuable insight and trends to make more informed, real-time decisions regarding refining their products and overall customer experience.

The Challenges of AI and Customer Support

Customer Privacy and Data Leaks

AI can facilitate key customer support processes, with some teams seeing an 85% reduction in support ticket times. However, when personal data is involved, safeguards that offer transparency and help you oversee all AI use are crucial to avoid potential customer data leaks.

Less-Than-Ideal Customer Experience

AI models are trained on large amounts of data from various sources. Therefore, AI outputs can contain biases and misinformation. That’s why having the tools to help maintain insight and transparency is essential to avoid less-than-ideal customer interactions.

Negative Impact on the Brand

Nothing can sour a brand reputation faster than negative customer experiences, and several high-profile incidents with AI chatbots highlight how easily that can happen. Customer Support teams must train AI models on high-quality data and have the necessary guardrails to ensure that any AI customer support chatbots answer only the questions you permit.

The Importance of Human Touch

While GenAI can provide efficient and, at times, personalized support, it still lacks the much-needed empathy and emotional intelligence of human agents. Customers may feel frustrated or disconnected when interacting with a machine, especially in sensitive or complex situations. Hence, it’s important not to rely on genAI entirely but instead implement it to supplement workflows, not replace them. This emphasis on the human touch in customer interactions makes the audience feel understood and valued.

Ensure Responsible GenAI Adoption As Part of Your Customer Support

Undoubtedly, genAI can revolutionize customer support. However, while leveraging genAI, companies must carefully navigate the potential risks and ensure responsible adoption across the organization. Doing so can drive success while reassuring customers and providing them with a sense of security and trust.

Between our web-based platform, LMS and API integrations, GenAI Governance solution, and our all-new Writing Assistant, the Copyleaks Customer Support Team answers many questions daily.  

Naturally, they started to see a few of the same questions show up time and again. So, to help make things easier for our clients, Customer Support put together a list of 10 things you may not know about Copyleaks, each resulting from a commonly asked question.

Let’s get to it.

A Credit Equals 250 Words

The ‘currency’ of Copyleaks is a Credit, sometimes called a ‘Page.’ However, many people don’t know how much one credit equals in terms of word count. For every 250 words within a document, that equals one credit in a scan.

You Can Find How Many Credits A Scan Costs Ahead of Time

Many clients don’t know that they can find out how much a scan will cost in credits before running the actual scan. After uploading a document, check the “Count Credits” box to see how many credits the scan will cost. 

You Can Set Up A Recurring Scan

For easier content management, you can set a scan frequency to automatically re-scan a document after a set amount of time. For example, if a blog post is doing really well on your website, scheduling a monthly scan can help you quickly identify copyright infringement on competitor sites. After all, content on the internet is ever-changing, meaning that what’s true today may not be true tomorrow, so it’s helpful to keep up with your content in real-time.

The AI Content Detector Has Over 99% Accuracy

Did you know our award-winning AI Content Detector has a 99.12% accuracy? In fact, according to third-party studies, it has the highest accuracy rates of any detector on the market.

We Support Multiple Languages

While many plagiarism and AI detectors only support one or two languages, the Copyleaks Plagiarism Detector supports over 100 languages, and the AI Content Detector supports over 30 languages.

We Detect Spinbots

Copyleaks can detect when text, including AI-generated, has been altered by a text spinner or a spinbot.

Cross-Language Detection

Copyleaks offers a handy feature many people aren’t aware of: Cross-language Detection. This function allows you to scan your document in multiple languages to determine if the content was translated and then plagiarized from a different language. For example, you can scan an essay in English and decide whether it was plagiarized via an online translator from content initially written in Spanish or German. We support this feature in nine languages, with more in the works.

Auto-Refill Helps You Avoid Mid-Scan Interruptions

Our Auto-Refill option helps you avoid running out of credits and interrupting scans. With Auto Refill enabled, if your document size exceeds your credit balance, your credits will be automatically refilled to a pre-set amount to complete your scan.

Fully Empower Your Content With Our New Writing Assistant

Copyleaks has launched a new Writing Assistant feature. According to the BLEU Score, the Writing Assistant is now the market’s most accurate solution, providing notifications about identifying potential writing mechanic errors, spelling mistakes, comma errors, and more. You’ll also be alerted to conjunction errors, subject-verb disagreements, misused prepositions, and everything else. Learn more here.

You Can Now Track Trends With Analytics

Another new feature is Copyleaks’ Analytics, which gives you and your organization valuable insight that includes historical data to help you study trends, such as AI use and plagiarism, within your scan data. You can find Analytics in your Admin settings, which are linked here.

Hopefully, this list helps give insight into some of the key features of Copyleaks. 

Of course, this list doesn’t cover everything. Be sure to check out our Help Center, which has the answers to most questions. 

However, if you have any specific questions, you can contact the Copyleaks Customer Support Team. They’re always happy to help.  And you never know; your question may be on our next Top 10 list.