Executive Summary
InterSystems has developed the Yoky Support Assistant, an internal generative AI-powered tool designed to enhance the efficiency and effectiveness of TrakCare support advisors. This document provides a comprehensive overview of the project's development, from the initial proof of concept (POC) to ongoing refinements and future plans. Key insights and lessons learned during the project are shared to assist others in understanding the potential and challenges of implementing generative AI in a customer support context.
The technical feasibility of the project was straightforward to establish. The POC and a demo were rapidly created by a part-time team of volunteers who were balancing other responsibilities. The compelling results of the POC secured executive sponsorship for further development.
Developing the POC involved conducting user interviews to understand where the tool could fit into the workflow, to set parameters around suitable questions, and to focus initial efforts. These interviews also provided contacts for testing. Data protection and legal issues were carefully assessed, given the cloud-based nature of the intended AI tools.
The development process gave us experience with various tools and technologies, generating new ideas for additional approaches and use cases. We continue to develop Yoky and are carrying many of these ideas forward in other areas.
Who Should Read This Document
- Technical Leaders and Developers: Learn about the architecture, tools, and technologies used to build the Yoky Support Assistant, and understand the challenges and solutions related to integrating AI with existing systems.
- Customer Support Managers and Teams: Discover how generative AI can enhance support workflows, improve response times, and provide more accurate solutions to customer queries.
- Data Security and Compliance Officers: Gain insights into the risk review process, data deidentification methods, and legal considerations when using cloud-based AI services.
- Executives and Decision-Makers: Understand the strategic value of implementing AI in customer support, including the potential for innovation, user satisfaction, and operational efficiency improvements.
By reading this document, stakeholders will obtain a detailed understanding of the project's development phases, the lessons learned, and the considerations necessary for successful AI integration in customer support environments. This knowledge will be valuable for planning, executing, and refining similar AI initiatives in their organizations.