AI Support Agent Making a Significant Difference

Mimir, the well of answers

Mimir

In Norse mythology, Mímir was the guardian of a well of wisdom. Warriors sought his answers to their questions. Odin sacrificed an eye in exchange for this wisdom. The story illustrates the price and significance of true knowledge.

We named our team support agent Mimir for that reason. The old story matters for one simple reason. Teams need one trusted source of truth. They need fast answers that come from the right place and source.

From myth to your team

Reflect on your day. One person inquires about where to log a refund, and 30 minutes later, someone else asks the same question. A manager is waiting for an expert to answer the phone. You lose time and focus. If this scenario stresses or overwhelms you, you're not alone. 

Modern Mimir

Your team has good communication, but interpretation is a human gift. This interpretation might result in the loss of some important information. The communication is clear to the communicator but not always to the receiver. 

Mimir sits on your documents. Upload Word files, PDFs or spreadsheets. It reads only those files and answers from your policies and from your process notes. No guessing. No opinion. Just the policy you keep in the shared folder.

Ways Mimir Supports Your Team

Mimir's primary objective is to reduce the time spent searching for the right information within a policy or process, and to minimize the time senior agents (with higher salaries) spend answering questions when others cannot find the answers.

This can be summed up in three points:

• Eliminate repetitive clarifications within the team;

• Reduce handoffs and errors;

• Ensure standardized execution and provide faster support, allowing your team to focus on customers.

The benefits of using tools like Mimir are endless. You save money. You save time. Your team gains the freedom to concentrate on more crucial tasks.

Why that matters

How many times did you use the word “assume” with your team? Assuming a process, assuming a timeframe or even a cost can be expensive. When answers come from one place, your team moves faster. When answers come from your documents, you reduce risk. When answers arrive in seconds, your people spend time on work that creates value. Most importantly, no assumptions.

The team is reading through the processes

A quick live example

A company assists a large number of healthcare providers, each with their unique procedures. When a caregiver calls to report an issue, a support agent needs to transfer the call to the supervisor. However, identifying the supervisor on duty can be challenging. On the west coast of the USA, is it supervisor A or B who is on call? What happens if the support agent repeatedly contacts the wrong supervisor? 

Mimir pointed to the exact time zone and the correct supervisor on call to take that demand. The agent followed the steps and closed the ticket. No back and forth. No time lost hunting down the right information. The process stayed the same for everyone.

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If you are now asking yourself: Which process costs me time? How many times have I been pulled in for the same question? Could one trusted source of truth change that? 

Mimir is a team support tool that answers only from your documents. It works with the files you already have. It gives clear answers fast. To see how it fits, apply for a beta or request a quick demo. What process would you test first with Mimir?