SaaS companies face unique challenges in providing personalized customer service at scale.

Think about it. They’re not only supporting direct customers — they’re indirectly serving their customers' customers. This means a single company could have hundreds of thousands of users coming to their support channels, all needing help with a wide range of different scenarios.

Relying on outdated chatbots and overworked support teams isn’t going to cut it. It’s a job only AI can do.

But it’s not just about adopting new technology; it’s about reimagining the entire customer support experience. At least that’s been the mentality of Ismail Ostrilski, Head of Operations at Epos Now.

In August 2023, Epos Now, a global leader in cloud-based POS systems, took a bold step by implementing an AI agent to transform their customer service operations. This decision to implement came with its challenges and risks, especially given the early stage of generative AI technology in customer service .

Apart from the mindblowing results of implementing customer service AI (we’re talking big savings and a significant increase in CSAT), their journey to seamless and personalized support across channels also offers valuable insights for other SaaS companies considering similar innovations. Let’s get into it.

Lesson 1: Take measured risks and embrace innovation

Implementing cutting-edge technology — like generative AI — in customer service requires a certain level of bravado. You need to be willing to take calculated risks. Whether we like it or not, innovation often requires stepping out of your comfort zone.

Like onboarding a new employee, integrating an AI agent into your customer service operations will come with a learning curve.

Epos Now conducted thorough testing before full implementation. They ran A/B tests, comparing the AI agent's performance to that of human agents on real customer interactions. This tangible demonstration helped convince stakeholders of the AI's potential value and paved the way for broader adoption.

By taking measured risks and being prepared to learn from both successes and setbacks, SaaS companies can position themselves at the forefront of customer service innovation.

Lesson 2: Leverage existing talent for AI implementation

When it comes to implementing AI in customer service , many companies might be tempted to hire AI specialists or data scientists. However, Epos Now took a different approach that proved highly effective: they leveraged their existing talent.

Instead of bringing in external AI experts, Epos Now identified team members who excelled at delivering great customer experiences and tasked them with training the AI agent.

This strategy ensured that the AI agent could embody the company's customer service ethos while providing efficient support. It also had the added benefit of creating new career paths for high-performing customer service agents, with many moving into more advanced roles, including tier 2 and 3 support positions.

By tapping into the expertise of those who understand your customers best, you can create an AI agent that truly reflects your brand voice and customer service philosophy. It not only improves effectiveness of the AI, it also boosts employee engagement and provides opportunities for career growth within your organization.

Lesson 3: Focus on solving specific problems

It's crucial to have a clear vision and focus on solving specific problems. For Epos Now, the primary challenges were managing a complex product with numerous features, serving a diverse customer base across multiple industries, and providing efficient support for business-critical functions like payment processing.

They needed a solution that could offer personalized, instantaneous support while managing these complexities.

By focusing on these specific challenges, Epos Now was able to tailor their AI implementation to address their unique needs. This targeted approach led to significant improvements, including a 15% boost in CSAT on chat interactions within weeks of implementation and a 22-25% reduction in overall call demand.

Take the time to clearly define the problems you're trying to solve — whether it's reducing response times, improving first-contact resolution rates, or freeing up human agents for more complex tasks. Having a clear focus will guide your implementation process and help you measure success.

Lesson 4: Prepare for continuous evolution and improvement

Implementing an AI agent is not a one-time project — it’s an ongoing process of evolution and improvement. This is the mindset you need to bring to knowledge management.

Epos Now quickly realized the importance of keeping their knowledge base up-to-date to ensure the AI agent provides accurate information. They now dedicate resources to monitoring AI interactions, identifying outdated information, and ensuring that their knowledge base remains current and effective.

To stay ahead of the curve, consider establishing a dedicated team or allocating resources specifically for monitoring and improving your AI agent's performance. Regularly review customer interactions, gather feedback, and stay informed about new developments in AI technology.

This proactive approach will help you continuously enhance your AI-powered customer service and maintain a competitive edge in the rapidly evolving SaaS landscape.

Embracing the future of SaaS customer service

As the landscape of AI continues to evolve, the key to success lies in maintaining a clear vision, being willing to adapt, and choosing partners that can support long-term growth and innovation in customer service strategies. The future of SaaS customer service is here, powered by AI that's smarter and more capable than ever before.

For SaaS leaders, the question is no longer whether to implement AI in customer service, but how to do it effectively. By following the lessons learned from pioneers like

Epos Now, you can transform your customer service operations, improve customer satisfaction, and gain a competitive edge in the market.

Remember, in the world of SaaS, if you're not the disruptor, you're the disrupted. Are you ready to join the AI revolution and turn your customer service into your secret weapon?