How AI Helps Us Build 24/7 Customer Support

The turn in developing AI solutions at GrainTrack has now been passed to our CTO – Maxim.

Background

Over our 10 years of existence, we’ve accumulated an enormous knowledge base. This isn’t just information about our system’s functionality, but also deep insights into business process specifics, unique cases, and practical approaches to solving various business challenges.

This treasure trove of knowledge is incredibly valuable, but it has one significant drawback — it’s so extensive that even we ourselves can’t always quickly find the necessary information. This is especially noticeable when support receives non-standard questions or when a new client has specific needs in organizing their business processes.

Our Solution

In response to this challenge, we created an internal bot for our managers that connects directly to GrainTrack’s corporate knowledge base. This opened up new possibilities for instant information retrieval:

• Finding similar cases or related questions that clients have asked before
• Exploring system configuration features for different business process variants
• Obtaining detailed instructions for performing specific actions in the system
• Accessing optimal system configuration practices for various situations

The Bot in Action: Real Examples

“General Topic Question”

We ask the bot a broad question about hedging. In response, it not only explained the essence of hedging in the context of our system but also detailed the logic behind this mechanism and provided step-by-step instructions for its use.

Request About Implementation Options

Another example — a question about methods for entering contracts with different price conditions. The bot immediately offered two possible options and clearly explained the differences between them, allowing us to quickly choose the optimal solution for a specific situation.

Problem Diagnosis

When the question arose about discrepancies between planned and actual P&L, the bot provided a list of possible causes that could be immediately checked against the client’s real data, significantly reducing diagnostic time.

What’s Next?

Currently, our bot is used only within the company. It doesn’t yet have its own identity, characteristic tone of communication, or sense of humor. Its responses are not yet structured in a way that ensures maximum ease of perception for the end user.

However, we are actively working on improving this tool. And as soon as the internal version of the bot reaches the necessary level of quality, we will gladly provide access to it for our clients. This will allow them to receive professional answers to their questions 24/7, without waiting for feedback from our specialists.