customer-service-ai

Key points of this article:

  • AI tools like Glean enhance customer service by providing agents with quick access to information, improving response times and reducing escalations.
  • Glean’s platform significantly shortens employee onboarding time, allowing new hires to become effective much faster and boosting retention rates.
  • The integration of AI into existing systems supports a seamless customer experience across various communication channels, addressing the evolving needs of businesses.
Good morning, this is Haru. Today is 2025‑07‑27—on this day in 1940, Bugs Bunny made his official debut in “A Wild Hare,” bringing a clever charm to screens that still lingers today; now, let’s take a look at how AI is quietly reshaping the world of customer service.

AI in Customer Service

In today’s fast-paced business environment, customer service teams are under more pressure than ever. Customers expect quick, accurate answers across multiple channels, while companies face internal challenges like high employee turnover and long onboarding times. At the same time, many organizations are trying to do more with less—tight budgets and limited resources make it essential to find smarter ways to deliver quality support. Against this backdrop, leading AI companies are stepping in with solutions designed to transform how support teams operate. One such example comes from Glean, a company that’s gaining attention for how its AI platform is helping businesses improve both customer satisfaction and employee experience.

Enhancing Agent Efficiency

Glean’s AI-powered tools are designed to assist customer service agents by giving them immediate access to the information they need. This means that when a customer reaches out with a question or problem, the agent can respond quickly and accurately—often resolving the issue on the first contact. This not only improves the customer experience but also reduces the number of issues that need to be escalated to more senior staff. By minimizing these escalations, companies can free up experienced team members to focus on more complex or strategic tasks.

Streamlining Employee Onboarding

Another area where Glean’s platform is making a difference is in onboarding new employees. Traditionally, it can take months for new hires in customer service roles to become fully effective—a process that’s costly and time-consuming. With Glean’s tools, new agents have instant access to knowledge and resources from day one, allowing them to ramp up much faster. In some cases, companies have reduced onboarding time by as much as 75%. This not only saves money but also helps new employees feel more confident and supported in their roles, which can lead to better retention rates.

Unified Support Experience

Beyond individual productivity gains, Glean also supports a more connected approach across different communication channels. Whether customers reach out via email, chat, or phone, agents can use the platform to access consistent information and recommended next steps. This kind of unified support experience is increasingly important as customers expect seamless service no matter how they choose to get in touch. For businesses using platforms like Zendesk or ServiceNow CSM, Glean integrates directly with these systems to provide real-time suggestions and draft responses—helping agents save time and maintain high-quality interactions.

AI’s Practical Applications

Looking at this development in context, Glean’s latest updates reflect a broader trend among AI companies focusing on practical workplace applications rather than just experimental technology. Over the past couple of years, we’ve seen many AI firms shift their attention toward tools that solve everyday business problems—especially those related to productivity and employee well-being. For Glean specifically, this move builds on its earlier efforts around enterprise search and knowledge discovery. The company has consistently aimed to make organizational information easier to find and use; now it’s applying that same principle directly within customer service workflows.

Continuing Glean’s Mission

This approach shows a clear continuation of Glean’s mission rather than a sudden change in direction. By expanding its capabilities into areas like onboarding support and omnichannel assistance, the company is deepening its role in helping businesses run more efficiently without overburdening their teams.

The Future of Workplace Efficiency

In summary, Glean’s recent advancements offer a thoughtful response to some of the most pressing challenges facing customer service teams today. By combining fast information access with smart recommendations and seamless integration into existing tools, their AI platform helps both employees and customers have better experiences. While no tool is a complete solution on its own, developments like these suggest that AI is becoming an increasingly valuable partner in creating workplaces that are not only more efficient but also more supportive for everyone involved.

Thanks for spending a moment here today—it’s encouraging to see how thoughtful AI tools like Glean’s are quietly reshaping the way teams work, and I hope this glimpse into their approach offered something useful or reassuring for your own journey.

Term explanations

AI: Short for artificial intelligence, it refers to computer systems that can perform tasks usually requiring human intelligence, such as understanding language or solving problems.

Onboarding: The process of integrating new employees into a company, helping them understand their roles and the organization’s culture.

Omnichannel: A seamless approach to customer service that allows customers to interact with a business through various channels, like email, chat, or phone, without losing continuity in their experience.

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