Published Paper Details:

B2B customer support is on the horns of choosing how to deliver right and speedy answers to complicated questions. In this knowledge creation paper, the author presents a new Generative AI framework that enables the creation and constant update of knowledge bases using information from product documentation, CRM data, and customer feedback. The model saves considerable amounts of response time and support accuracy since the creation and the maintenance of the knowledge resources are automated. This in turns delivers real-time contextual insights to support the teams. Reduced ticket resolution time by 30% and uplifted customer satisfaction score by 20% in a pilot phase with a SaaS firm. Due to these results, it can be stated that the implementation of AI solutions in B2B customer support can significantly contribute to the development of mechanisms for further expansion, thereby meeting the requirements of evolving B2B business environments. The study stresses the importance of the adoption of Generative AI as an enhancement tool for the customer support subsystem.