How we helped a Fortune 500 company reduce support costs by 40% while improving customer satisfaction.
Featured Client
in customer support costs
in customer satisfaction scores
response time to customer queries
with no additional staffing
GlobalTech Inc. was facing mounting pressure on their customer support team with:
Over 10,000 support tickets monthly
Average response time of 8+ hours
Rising operational costs with seasonal spikes
High agent turnover due to repetitive tasks
Always online
We implemented a comprehensive automated support system that handles 65% of all customer inquiries without human intervention.
Our system uses advanced NLP to understand customer intent with 92% accuracy, even with complex or ambiguous queries. The AI continuously learns from interactions to improve its understanding.
The solution integrates with GlobalTech's existing CRM, knowledge base, and ticketing system. When human intervention is needed, it smoothly escalates with full context to the appropriate agent.
Real-time analytics identify knowledge gaps and common pain points. Our team regularly updates the AI's training data and business rules to maintain peak performance.
While handling most queries autonomously, the system flags sensitive cases for human review. Agents can monitor and take over conversations at any point.
Analyzed 6 months of support tickets to identify common patterns and pain points. Defined success metrics and integration requirements.
Month 1
Trained initial NLP models with historical data. Developed conversation flows for top 50 most common support scenarios.
Month 2-3
Deployed to 5% of customer traffic. Refined responses based on real interactions. Achieved 85% resolution rate in pilot phase.
Month 4
Rolled out to all customers. Integrated with ticketing system for seamless escalations. Trained support team on monitoring tools.
Month 5
Monthly reviews of performance metrics. Expanded to handle 200+ scenarios. Added multilingual support.
Month 6+
Here's what GlobalTech's Customer Support Director had to say:
Director of Customer Support, GlobalTech Inc.
"The AI support agent has transformed our operations. We're handling 40% more volume with fewer agents, and our CSAT scores have never been higher. The seamless handoff to human agents when needed ensures complex issues still get personal attention."
5.0 out of 5 stars
Our AI solutions can help you reduce costs while improving customer satisfaction. Let's discuss how we can help your business.
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