AI-powered customer support automation is changing the way businesses tackle customer interactions. But what makes these tools more efficient and effective is how seamlessly they are integrated into your support processes and the access they have to information that can help them respond to queries with more context. 

Now this is where customer support AI integrations come in. 

In this post, we’re going to share the must-have integrations we recommend to customers at Auralis AI to set up custom AI workflows for support. 

List of integrations to set up customer support AI agents and automation 

While AI customer support solutions can integrate with several tools and technologies, here are the ones that have the maximum impact on efficiency: 

1. CRM (customer relationship management) integration 

A good CRM is a repository of customer information including interaction history, purchase behavior, preferences, demographics, and service requests. This integration helps customer support AI agents and co-pilots access this information to understand consumers better, recommend additional products or services, and offer a more personalized interaction. 

The integration can also help with seamless hand-offs to human agents. AI co-pilots can consolidate customer data from the CRM to help agents quickly catch up on context to resolve complex queries faster. 

Insight: Auralis AI can be integrated with HubSpot, Pipedrive, and Salesforce CRMs. 

Also read: Why and how to integrate your CRM system and AI chatbots

2. Marketing tools integration 

Integrating marketing tools with your customer support tool can help AI agents access customer engagement data and analyze their journeys with your business. This helps ensure that the support responses remain aligned with their customer journey stage, ongoing campaigns, and promotions. 

AI co-pilots can also use marketing data to detect signs of customer churn and proactively run engagement campaigns – be it offering assistance, incentives, or upselling and cross-selling from other products/ services available.

Insight: Auralis AI integrates seamlessly with ActiveCampaign, Sendinblue, MailChimp, and WhatsApp. 

3. Analytics tool integration 

Integration with analytics tools can help customer support AI agents improve responses based on real-time insights on behavior and trends. This also helps monitor the impact of AI-powered automation to measure business impact and identify areas of improvement. 

The integration has helped Auralis AI users monitor which types of responses or resolutions are the most effective, identify common issues, and track KPIs like resolution time and customer satisfaction rate more accurately. 

4. Knowledge base integration 

A company knowledge base serves as a repository of all business-related information across departments. This includes product details, troubleshooting guides, frequently asked questions, case studies, testimonials, how-to guides, and more. 

When you integrate customer support AI agents with the knowledge base, you reduce the need for human intervention. The agents can direct customers to self-service solutions, provide detailed troubleshooting steps, and even share up-to-date information on products/ services. This can help improve first-contact resolution rates. 

Insight: Auralis AI agents can integrate with Zendesk, Freshdesk, Kayako, Shopify, and Zoho Desk. 

5. Service desk integration 

When you integrate customer support AI agents with your service desk, you get to effectively manage, route, and track requests/ queries. Service desk platforms centralize support tickets and streamline issue resolution workflows. When integrated with customer support AI agents, you can log, update, and monitor the status of requests in real-time, and also improve the workflows set up for faster resolution. 

Apart from automated ticket creation and status updates, the integration can help optimize escalation triggers and create a more methodical approach to incident reporting. 

Insight: Auralis AI integrates with Jira Service Desk, ServiceNow, ManageEngine ServiceDesk Plus, Gorgias, and Intercom. 

Why is it important to integrate support AI agents with your tech stack? 

While it may not feel as important or would require additional resources, here’s why these integrations are important: 

• Increased efficiency – Automating data transfer and retrieval from multiple tools enables AI agents to respond to support queries faster. 
• Improved personalization – Integrations with CRM and marketing tools can help AI agents provide contextual responses that address individual needs. 
• Data-driven improvements – Analytics tools provide insights into the support performance of both human and AI agents; this helps with continuous optimization. 
• Consistent service quality – With integrations to up-to-date documentation on products/ services, AI agents can provide accurate and consistent responses across channels. 
• Scalability – Setting up cross-department integrations can enable AI agents to handle high volumes of queries without compromising on response quality. 

Best practices for setting up customer support AI integrations 

For the integrations to do their job, you need to also follow a few best practices: 

• Integrate with only the tools and technologies that are absolutely necessary or value-add to support functions 
• Regularly update both the AI customer support and other integrated tools 
• Ensure each integration adheres to data security and privacy regulations 
• Offer comprehensive training to support teams on using AI tools 
• Choose solutions that can scale without breaking the functionality or efficiency of support functions 
• Create detailed documentation on automated workflows and custom AI agents in support 
• Set up a defined customer support automation audit cycle to identify gaps and opportunities
• Look for solutions like Auralis AI that can also help you set up custom integrations when required 
• Secure AI integrations across multi-channel support workflows 

Also read: Best practices for implementing AI-powered customer support automation

Conclusion 

Setting up integrations is like creating a connected workflow that helps your customer support functions align with other teams. 

It helps them not just serve customers better with personalized interactions, but also understand them better to run campaigns that add value to the bottom line of the business. 

Solutions like Auralis AI integrate with the best tools across all integration categories. This makes it possible for businesses to create custom support workflows and set up AI co-pilots that bring efficiency and effectiveness into every interaction! 

Want to create an integrated customer support automation workflow? Book a demo of Auralis AI today.