Giva's Customer Service AI Knowledge Copilot
Help users find the best responses to questions from your knowledge base
Introduction
Giva's AI-Powered Knowledge Copilot revolutionizes how your teams access and utilize knowledge. By surfacing the precise information agents need—instantly, it drives efficiency, boosts productivity, and cuts down on resolution times.
Retrieval-Augmented Generation (RAG) Approach
Under the hood, our Copilot uses a Retrieval-Augmented Generation (RAG) technique. That means every response is grounded exclusively in your organization's own knowledge articles. There's no reliance on internet-trained models—just accurate, relevant answers based on your content.
Key Benefits of Giva's RAG-Based Knowledge Copilot
- Unparalleled Accuracy: Answers come straight from your internal knowledge base, eliminating guesswork and providing cross-references to the exact articles used.
- Enhanced Security & Privacy: Runs within a private, dedicated Microsoft Azure instance protected by Giva's Business Associate Agreement with Microsoft.
- Full HIPAA Compliance: Ensures the privacy and security of sensitive data—critical for healthcare organizations and any security-minded customer.
Knowledge Copilot in the Agent Portal
Agent Login and Search
- Log in to the Agent Portal and navigate to the Search page.
- Enter your question and click Search.
AI-Powered Answer and Cross-References
- Alongside the familiar list of knowledge articles, the Copilot analyzes the top results and surfaces a single best answer—saving agents from clicking through multiple pages.
- Agents can still view full article documentation if needed, and each AI-generated response includes cross-reference links to the source articles.
- Answers can be copied to the clipboard for quick sharing in chats or tickets.
Continuous Improvement with Feedback
Every answer features a thumbs up/thumbs down feedback option. This lets agents signal when a response helped—or when it missed the mark. Over time, we refine our AI prompts, algorithms, and content prioritization to drive ever-higher accuracy.
Reducing Handle Time for Customer Inquiries
Customers today expect fast, accurate answers. Our Knowledge Copilot:
- Analyzes multiple articles at once
- Synthesizes information into a concise reply
- Delivers the result instantly
The outcome? A significant reduction in average handle time and a smoother support experience.
Security & Compliance
Giva's Copilot is built on the Microsoft–OpenAI partnership, ensuring top-tier data privacy:
- Searches only your company's data—never the public internet
- Data remains encrypted and is not shared with Microsoft, OpenAI, ChatGPT, or any third parties
- Protected by a signed Business Associate Agreement with Microsoft
You can trust that your knowledge—and your customers' information—stays secure and private.
