NEW YORK: Implicit, a pioneering AI technology company, today announced the launch of its AI platform designed to transform customer experience with AI-driven agent support and knowledge management. With a unique blend of agent-assist and self-service experiences, Implicit enables organizations to deploy support solutions tailored to their specific needs, improving efficiency and accuracy while reducing costs.

At the heart of the solution are two key offerings:

• Implicit Knowledge: A self-service customer support chatbot that mirrors the expertise and empathy of top-tier technicians, allowing users to quickly and accurately resolve issues without human intervention.
• Implicit Support: An AI-powered product expert copilot that comprehensively understands every documented product, issue, and resolution, empowering support agents to become instant product experts from day one.

Solving Six Critical Challenges in Customer Support and Knowledge Management:

Implicit directly addresses the core challenges faced by customer success and knowledge management teams, including:

“Product expertise is mission-critical to excellent customer service for companies with complex, interconnected products, and yet it remains one of the most challenging capabilities to deliver efficiently,” said John Kanarowski, Implicit’s CEO. “Implicit is revolutionizing AI-driven product expertise by making both self-service and agent-assisted support smarter, faster, and more cost-effective than ever before.”

Implicit’s proprietary AI technology is built on cutting-edge advancements, including knowledge graphs, GraphRAG, and chain-of-thought reasoning, ensuring unparalleled accuracy. By ingesting private product data - including product catalogs and taxonomies, problem and resolution situations, and error codes - the system intelligently maps relationships between products, their potential issues, and optimal solutions. Furthermore, the platform incorporates an immediate human feedback loop for continuous improvement and provides citations with every response to ensure verifiable accuracy.

“Our AI-driven platform is designed to address the fundamental challenges of customer support in complex product ecosystems,” said Steve Brain, Implicit’s CTO and CPO. “With advanced technology that deeply understands product relationships and issue classification, we’re empowering companies to deliver unparalleled support experiences at scale.”

The Numbers Speak for Themselves

Early results and industry research underscore the transformative impact of Implicit’s AI-powered product expertise solutions. Estimated impacts include:

• 60% deflection of support calls due to improved self-service
• 91% of product questions answered accurately via knowledge management
• 25% increase in issue resolution due to enhanced product expert co-pilots
• 20% increase in customer satisfaction from enhanced product expertise
• 10% improvement in first contact resolution due to better issue resolution

Trusted by Industry Leaders

Implicit has already earned the trust of major enterprises and institutions, including Fortune 50 technology companies, global manufacturers, and federal agencies. These organizations provided product direction and feedback incorporated into Implicit’s technology. These capabilities drive security and scalability, while streamlining support operations and enhancing customer satisfaction.

Backed by Leading Investors

Implicit has raised more than $18 million to date, with backing from prominent venture firms, including Lytical Ventures, General Purpose Venture Capital, M12 (Microsoft’s venture fund), Google, Tensility, and Ridgeline.

Get Started Today

To learn more about Implicit’s AI-powered support platform or to request a demo, visit implicit.cloud.

About Implicit

Implicit is a fast-growing AI startup dedicated to transforming customer experience through AI-driven product expertise. By leveraging cutting-edge AI technologies, Implicit empowers support and knowledge management teams to work faster, more accurately, and more efficiently.

Founded to address the unique challenges faced by support and knowledge teams - especially those with extensive or complex product ecosystems, Implicit provides intelligent, context-aware solutions that drive customer satisfaction, revenue growth, and operational excellence. With a commitment to innovation and continuous improvement, Implicit partners with some of the world's leading enterprises and government agencies.

Fonte: Business Wire