Support

Knowledge Base chat asking "how much are urgent care visits with the Gold HMO plan?"

Scale great service

Support teams trust Writer to streamline process, align with brand, and execute with excellence.

World-class enterprises trust Writer

Prudential

American Eagle

Ally

Uber

Coles Group

Kaufman Rossin

Case study

Uber creates a unified knowledge ecosystem for global agents.

Before Writer

Uber has over 5M pieces of support-related content created by agents worldwide.

To tap into generative AI, Uber needed a knowledge ecosystem for both humans and machines to use.

With Writer

Uber built a custom AI app that references its style guides and legal terms, and integrates directly into agents’ workflows in Google Sheets.

It’s delivered 1M saved replies and 50K help articles that are compliant and on-brand, while reducing duplicative work.

The AI app from Writer is designed to update pre-written customer service replies. In this example, it's taking a saved reply about authorization holds and modifying the number of business days it takes for those holds to be released.

Here's how it works:

1. **Enter the Saved Reply:** The user inputs the original message explaining authorization holds.
2. **Updates:** The user specifies what needs to be changed in the reply. Here, the instruction is to replace "3-5 business days" with "4-6 business days".
3. **Generate Text:** The AI processes the original message and the update request. It then creates a revised message, reflecting the change, which is shown in the right-side preview.

In essence, this AI app helps streamline the process of maintaining and updating customer service responses for consistency and accuracy.

“We selected Writer because it had the fastest speed-to-market and robust capabilities, in addition to being able to scale with us as we grow.”

Hadley Ferguson from Uber

Hadley Ferguson
Director of Global
Community Operations

USE CASES

Proven AI solutions for support

Boost global support teams’ productivity and quality by removing friction from knowledge discovery and customer response.

Enable support agents

Arm the team with fast and centralized knowledge from your best sources.

Translate communications

Support international and non-English-speaking customers with translation into 30+ languages.

Automate knowledge base articles

Generate articles based on the latest documentation.

Analyze support tickets

Summarize and identify key issues and themes across support tickets.

Scale great responses

Log great responses and update the single-source “gold-standard.”

Ensure empathy

Arm agents with a writing assistant to ensure crisp, clear, and empathetic responses.

Summarize support calls

Turn support call transcripts into executive summaries, to-do lists, and follow-up emails.

Enforce brand

Keep global team responses on brand and compliant with the style guide and terminology.

Benefits

Drive business impact with generative AI for support

Remove
friction

Streamline support tasks — from searching for answers to generating responses.

Scale
knowledge

Ensure agents have the most accurate knowledge, always at their fingertips.

Align
voice

Give agents the tools they need to communicate with customers in an empathetic, on-brand way.

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