Eric Bréhault

Customer support is about providing answers to people’s questions. But it’s about solving problems. In many cases, the solution is written somewhere in your knowledge base. But it might be hard to find, or it might not be accessible at all. That’s where AI comes in. AI can help you optimize your customer support by making your knowledge base more accessible and easier to use.

Historically, when interacting with machines, humans had to adapt to the machine’s language to ask questions—typically using SQL queries—and then interpret the machine’s response. This response usually comes in a structured data format, such as a table or a JSON string, following a specific schema. This is the purpose of the JavaScript Object Notation (JSON) output option on Nuclia’s "/ask" endpoint.

LLM-powered agents (or AI copilots) take generative AI beyond basic Q&A by combining conversational ability with goal-driven behavior, and Nuclia makes it easy to build these agents by pairing RAG-powered context with tools for ingestion, prompting and deployment. This enables highly tailored, domain-specific assistants—from city guides to enterprise copilots—without requiring deep ML expertise.

UX plays a major role in creating the illusion of intelligence in generative AI, from human-like pauses to natural rewording, but those signals can mislead users and amplify frustration when the system fails. Helping users understand what AI can and can’t do is essential for building reliable, user-centered AI experiences.

Generative search is a much more powerful experience than traditional search, it allows users to ask questions in natural language and get answers in natural language. Read this blog to see how generative search is the missing piece of this puzzle.

The answer provided by a RAG solution like Nuclia will always depend on how precise the question is. The more information you provide, the more accurate the answer will be. Unfortunately, the user might assume that the system has more context than it actually does. For example, imagine your company is running an online avatar creation studio and you provide the following details about the different subscription plans: