For years, companies have pursued automation in customer support, hoping to reduce costs and improve efficiency. Chatbots, self-service portals, and automated phone systems have become standard, yet customers still demand human connection and accuracy in their interactions. The challenge has always been balance—leveraging AI to improve support without losing the expertise and empathy that only human agents provide.
AI is no longer just a tool for automation. It’s becoming an assistant—one that works alongside customer service representatives, providing instant, data-driven insights while allowing agents to maintain control over the conversation. A recent example of this shift is Lyft’s adoption of Anthropic’s Claude AI, which helped reduce average resolution times by 87% by handling routine inquiries while human specialists focused on more complex cases. This model represents the future: AI as an enhancer, not a replacement.
This is precisely the philosophy behind the next generation of AI-driven support tools. Instead of trying to replace agents with bots, forward-thinking companies are implementing AI-powered assistants that help agents do their jobs better. These systems can instantly retrieve relevant knowledge, suggest responses, and ensure consistency—all while keeping the agent in control.
This is why we created LARA
LARA, which stands for Loookit Agent Response Assistant, is designed to bridge the gap between AI automation and human expertise. Unlike generic AI models, LARA is built on Retrieval Augmented Generation (RAG), ensuring that responses are based on an organization’s proprietary knowledge rather than generic, internet-trained models. This approach not only prevents AI hallucinations but also ensures responses are brand-aligned and factually accurate.
With LARA, customer support agents are no longer burdened with searching for information manually. Instead, they can instantly retrieve relevant knowledge, refine AI-generated responses, and deliver accurate, consistent, and efficient support. The system integrates seamlessly into existing workflows, allowing agents to interact with LARA through a chat-based interface. By simply typing “@Lara,” they can pull insights and suggested responses that are visible only to them, ensuring that human agents remain in control of customer interactions.
LARA’s mission is clear: empower, not replace. It transforms customer support agents into super agents, equipping them with the right tools to deliver exceptional service without sacrificing the human touch. By combining AI-powered efficiency with human expertise, LARA is redefining the future of customer support—where speed, accuracy, and empathy go hand in hand.
The best customer support isn’t about choosing between AI and humans. It’s about combining the strengths of both—leveraging AI for speed and efficiency while keeping people at the center of customer interactions. With this new approach, the future of support will be more intelligent, responsive, and human than ever before.
Stay tuned for more about LARA in the future!
