(AI is only as good as your content, and we have decades of it.)
Over the past year, AI has moved from a novelty to a necessity for forward-thinking companies. At TMTI, we’re not just watching from the sidelines. As a tech support company with a deep legacy in reducing product returns and enhancing customer experiences, we see AI not as a threat but as an accelerator.
Here’s how we’re embracing, integrating, and shaping AI to serve our teams, our clients, and the people they support.
What AI means to us
To us, AI isn’t a gimmick or a replacement for our people, it’s a tool. A powerful one. One that, when fed the right data and shaped with the right intent, can amplify what we do best: delivering clear, helpful, human tech support.
From our development team to our contact centre, AI is already embedded in our workflows. It summarises complex support tickets, helps generate structured content, and assists our agents with faster, more consistent customer responses.
How we’re using AI today
- Technical support assistance: We’ve trained models like ChatGPT-4 to act as support agents. They don’t replace our staff; they empower them. Agents now receive suggested responses in real time, saving minutes per ticket and ensuring accuracy and tone.
- Content creation: For our content creators, AI can help break creative blocks and help structures ideas. Whether it’s outlining a blog or drafting a video script, AI helps us move faster without compromising on quality.
- Design ideation: Our designers use AI to spark inspiration, build visual mood boards, and explore variations before taking these ideas and adding the bespoke detail information and the all important human touch.
- Customer journey automation: In our contact centre, AI enhances our diagnostic flows and email replies, while our phone system uses AI-driven logic to streamline caller experiences.
The real benefits: faster, smarter, more human
- Efficiency: AI streamlines repetitive tasks, freeing our experts to focus on their core responsibilities.
- Consistency: Every reply is clear, professional, and on-brand.
- Scale: We can onboard staff more quickly, support a larger number of customers, and respond faster.
- Insight: AI surfaces patterns in support data that help us reduce returns and improve product documentation.
We lead with caution and confidence
Yes, AI has risks. Public models can be biased or vulnerable. That’s why we keep our models private, secured, and trained on our proprietary knowledge base. We don’t just use AI. We tailor it to align with the values and responsibilities of our business.
Data privacy is paramount, and our tools are designed to respect the confidentiality of both clients and customers. Our teams are trained to work with AI, not rely blindly on it.
Where we’re headed
We see a future where AI enables even richer support experiences:
- Live agents who get real-time suggestions
- Managers who see trends instantly
- Clients who get actionable reports, instantly generated
- Customers who feel heard, understood, and supported—fast
Through ongoing innovation across all departments, we’re not just adapting to AI. We’re also shaping how it’s used in tech support.
In summary: AI at TMTI is still human-centric
At TMTI, we believe technology works best when it serves people. AI helps us support our agents, delight our customers, and deliver value to our clients, but the secret sauce? It’s still our people. Their experience, knowledge, empathy, and expertise are the drive behind everything we do.
We don’t just need AI; we’re ready for it, and we’re building the future with it today. If your interested in talking tech, AI and returns prevention go to our contact page or Linked In to get in touch with us today.
