Greenville-based Supermoon is leaning into generative artificial intelligence more than ever.
Co-founders John Barnett, Daniel Dye, Niels Andriesse and Patrick Pijnappel have delivered what they say will transform the online customer contact experience. After launching Supermoon to bring AI-powered customer communications and relations solutions to businesses, the tech team is adding AI-powered generative-chat functionality.
The idea, according to Barnett, is to get away from what is becoming a relic in the online customer response space — the contact form.
“Contact forms haven’t changed much in the last 20 years,” Barnett said. “You give it your name, email and write a message with their question.”
But with Supermoon’s form, users begin to type a question, and the form generates an instant response based on the AI-fueled knowledge base. Harnessing large language modeling, the tool is always learning, always expanding the knowledge base to the benefit of both the business and the customer.
“There’s an initial stage where the AI looks at the site, the store and previous communications, and pulls it all into that knowledge base, while continuously adding to the knowledge base,” Andriesse said. “If a question is asked that the AI does not have an answer for, it flags it for the business to respond to.”
The idea is to keep customers or potential customers on a business’s site, increase sales and raise overall customer-satisfaction ratings, while freeing the business to focus on what it does best.
The men point to how the application is helping Greenville-based Methodical Coffee, where owner Marco Suarez is using it to drive revenue through intuitive online interaction.
“We implemented Supermoon’s smart contact form on our website as a way to optimize our customer service as a way to help people get their answer more quickly,” Suarez said. “With the smart contact form, we’re able to provide them with product recommendations.”
Because Supermoon’s platform already knows Methodical Coffee’s full product inventory, its FAQ, policies and company operations structure, the contact form can provide very specific answers to customer questions on the front end.
“Our customers feel better served,” Suarez said “They’re happier customers, which is great for us.”
