Three Ways to Improve C-SAT with Private Generative AI

In today’s customer success environment, there’s simply too much information for any one person to effectively manage. Knowledge tends to be scattered, even the best CRM deployments can’t capture everything, and training new team members can quickly lead to burnout. While CRMs, internal wikis, and ticket systems help, they rarely capture the full picture and provide the specific insights needed to deliver fast, consistent support.

That’s why customer success teams are starting to look beyond traditional tools and toward private generative AI. Whether you’re experimenting already or just starting to explore what’s possible, here are three practical ways that private generative AI is improving C-SAT and why it’s worth paying attention.

1. Customer-specific chatbots for personalized support and faster issue resolution time.

General help articles can only get you so far when you have to answer a question specific to a customer’s set up. Private generative AI can make it possible to build chatbots that are experts on a customer’s unique environment. It can pull information on their specific integrations workflows, and set ups from all of their files and meetings. We are even seeing some customers incorporating output from monitoring systems that can help customers troubleshoot performance issues on their own. These bots can be made available to both internal teams and customers, providing fast hyper-relevant support as well as a self-service option without back-and-forth communication. 

2. Faster onboardings for faster impact.

When new reps join your support team, does a veteran have to take them under their wing and show them the ropes? How much of a manager’s time is spent answering basic questions?
With private generative AI, you won’t have to rely on tribal knowledge to get new employees up to speed. Solutions like IllumiDesk connect to all of your training materials, product knowledge bases, interviews with experts, and systems, creating an assistant that helps the team quickly respond to questions customers might have. Decrease ramp time by up to 30% and give new hires instant access to the same knowledge your veterans have. 

3. Less time searching, more time strategizing.

How much time does your team spend digging through folders, Slack messages, or CRM data trying to find the right answer for an impatient customer for whom minutes matter? Private generative AI makes it easier for your team to find, summarize, and create the content they need, no matter what system it is in.

With IllumiDesk, a CSM could ask, “When is a certain bug the customer on the phone is calling about going to be fixed?”  Or “Which customers had issues related to feature X, and would benefit from our latest release?” The system pulls from Jira, Salesforce, emails, and more to deliver real-time roadmap updates and a prioritized list of customers, ready to act on. 

The result? Up to 2-5 hours per rep week reclaimed, which means more time to build lasting relationships.  

The Power of Private Generative AI

Private generative AI solutions like IllumiDesk are designed to support collaboration across teams, making AI accessible, adaptable, and aligned with your unique needs. 

How does IllumiDesk work? Our solution connects to your internal knowledge wherever it sits, and allows your team to use AI together to search, chat, and create content based on your IP—putting information at your team’s fingertips when they need it most. The result is a private, flexible AI solution that solves your unique business problems and is easy for everyone to use.

Best of all, you’re not locked into a single LLM. This flexibility allows you to scale and adapt your AI solutions as your needs evolve, helping your team stay ahead without being limited by rigid frameworks. 

Ready to see how we can help your organization? Let’s start a conversation today.