When we speak to people who aren't familiar with our products, one thing we sometimes hear when they see our company name is "Oh, you work with AI?"
While we're incredibly proud of the work going into RadioNewsAI, preparing new features for its upcoming relaunch as Audio.co, Aiir's products have been established long before the relatively recent emergence of generative AI productivity tools.
One of the key things we agreed on as a team was that we wanted to use AI to empower our customers to work more productively, rather than do their work for them.
We kept that in mind when we recently introduced a new addition to the Aiir platform: instant answers to technical questions, powered by AI.
Our support documentation has been created over several years, shaped not only by new features we add but also in response to questions from our users.
As our product lineup continues to grow, a problem we identified is that traditional search engines often fail to clearly indicate which product an article refers to. An example of that is when you take something like "logging in" or "metadata", which are mentioned several times in our docs for multiple products.
We want all our customers to have the best experience when using our products - and that includes when they need help with how to do something.
Our awesome support team will still be able to answer questions directly, but as so many questions we receive by email already have answers published in our support docs, we thought this would be a great opportunity to help them have more time to work with stations on things like PlayoutONE installation projects while also providing instant responses to customer questions.
Here it is in action. Simply click the Support button on the blue bar at the top, as before. Now, you have an additional option alongside reading the docs yourself or emailing our team for assistance: AI Answers.
This works just as ChatGPT or any other large language model you may have used before does, only our AI assistant has in-depth knowledge of how our products work and can provide you with instant answers to most questions.
If the AI assistant is unable to answer your question or you need more help, you can share the conversation so far with our support team, who can pick up where it left off and provide the answers you were looking for.
It's contextual, so if you ask a question within the Aiir platform, the answers provided will be related to the Aiir platform. For example, asking about "adding news stories" through the Support button will only show answers relating to the CMS, rather than anything from RadioNewsAI or our other products that use similar phrases.
Our AI assistant is now available in the Aiir CMS (on.aiir.com) and will be introduced to our other products in the future.
