Singapore – Synology is set to transform its customer service by integrating artificial intelligence (AI) throughout its support processes, significantly boosting efficiency and service quality.
Vincent Tsai, Director of Technical Service at Synology, stated, “Synology provides comprehensive technical support, encompassing product usage inquiries, critical troubleshooting, and advisory for complex deployments. With the introduction of the new support AI, our goal is to substantially reduce response times for basic inquiries, thus enabling our technical support engineers to concentrate on addressing complex cases that demand immediate attention.”
The new support AI employs a Retrieval-Augmented Generation architecture, accessing anonymized technical materials and troubleshooting insights derived from Synology’s extensive experience with millions of customers. This system, enhanced by alignment and reinforcement learning processes, ensures responses are high-quality, helpful, and continually improving.
Customers can expect significantly faster support response times, improved by up to 20 times, with the introduction of Synology’s first-generation support AI, leading to a more optimized service experience.
