High Call Volume:
Customer support centers were overwhelmed with calls, leading to long wait times and frustrated customers.
Inconsistent Responses:
Different support agents provided varying solutions to the same issues, causing confusion and dissatisfaction.
Limited Availability:
Customer support was only available during business hours, leaving customers unattended during nights and weekends.
High Operational Costs:
Maintaining a large customer support staff(chat support, review team, social media team, etc) was expensive, impacting the company’s annual budgeting.
Difficulty in Handling Complex Queries:
Some customer issues were too complex for front-line agents, requiring escalation and further delays.
When we talk about delays and multiple manual errors in a process, we go to one solution i.e. automation. In this case, our AI developers proposed leveraging Generative AI and large language models to address these challenges.
24/7 Response Framework: The AI system was trained on the company’s knowledge base, ensuring consistent and accurate responses to customer inquiries at any time, any day.
Collaboration and Communication: Our staff augmentation team led a seamless collaboration between the client’s in-house team and our augmented workforce through regular communication channels and project management tools.
Escalation Management: The chatbot was specifically programmed to recognize complex issues and seamlessly escalate them to human agents with detailed context, improving resolution times with customer queries.
Operational Cost Reduction: By automating routine queries, the company could reduce the size of its support staff, cutting operational costs while maintaining high service levels.
Learning and Improvement: The AI system was trained to learn from interactions, becoming more efficient and accurate over time, further enhancing customer satisfaction.
With AI handling routine questions, the average response time for customer inquiries dropped from 10 minutes to 5 minutes, significantly improving the overall satisfaction rate.
The AI solution provided round-the-clock support, ensuring customers received assistance whenever needed, increasing service availability from only business hours to 24×7.
The reduction in the customer support workforce led to significant cost savings, with the company saving approximately $1.1 million annually in operational costs.
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North America
End to End Project Lifecycle Management
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