AI Knowledge Base: How PAYJET Relieves Its Customer Service

The more products a company has, the more knowledge its customer service needs. At PAYJET, a provider of payment solutions and payment terminals, much of that knowledge lived in the heads of long-standing employees. Together we turned it into an internal wiki with an AI assistant.

The starting point

As the customer base and the range of devices grew, customer service requests became more complex. Technical questions about payment terminals in particular required a lot of expertise. Usually only experienced colleagues had it at hand.

This made it harder and harder for new team members to get up to speed. PAYJET needed a solution that bundles internal knowledge, makes it quick to access and actively helps answer customer questions.

The solution: a wiki that answers

The PAYJET Wiki is more than a classic knowledge base. An AI assistant answers questions in plain language and also helps when working with data.

• One place for all knowledge: The system draws on internal data sources and existing documentation.
• Answers from your own documents: The AI uses retrieval-augmented generation. It first finds the right passages in the documents and then answers from them. That way it doesn't make up answers.
• Fast paths to other tools: Built-in quick links lead straight to the company's other systems.

The result

Relevant information and processes are now up to 10x faster to access. That applies to experienced employees as much as to new ones.

• Relief for customer service: Complex questions about payment terminals are answered faster, more precisely and more consistently.
• Faster onboarding: New employees find answers themselves, without asking colleagues.
• Knowledge stays in the company: What only a few people knew is now available to everyone.

What you can take away

A knowledge wiki with AI pays off wherever the same questions come up again and again and knowledge is spread across many documents. What matters is that the AI only answers from approved sources.

We build such solutions as custom software that fits your systems. For customer-facing service, there is our product pingo. If you want to know what's possible for you, book a free intro call.

Read next: What to look for when choosing a solution is covered in our checklist AI customer service software: what matters when you choose one.