Reducing Support Tickets by 89% Using an AI-Powered Chatbot
Customer
Broad User Base: Over 5,000 customers spanning multiple countries, each requiring timely, data-rich insights.
Growth Imperative: Rapid expansion made it essential to optimize support channels without compromising quality or speed.
Problem Statement
- The client’s customers could only access basic metrics and had to contact support for deeper data.
- Repeated calls or emails led to long queues and slow resolutions.
High Turnaround Times
- Customized reports involved a chain of emails or service desk tickets..
Need for Scalable Support
- With a growing user base, the client needed an automated yet secure method for handling complex, industry-specific queries.
Custom Reports
Extended Turnaround Times
AI-based Chatbot
Solution Development
A two-week intensive session gathered all stakeholders’ needs. Consensus Building: Identified core requirements, potential bottlenecks, and clear success metrics.
AI Engineering and Platform Selection
Chatbot Framework + Google Cloud Dialogflow: Chosen for its robust NLP capabilities and easy scalability.
Training and Implementation
Taught to handle 250+ intents and 1,250+ utterances, allowing for flexible, natural user queries. API Integration: Connected the bot to backend systems, ensuring data-rich responses in real time. Automatic escalation to human agents for overly complex questions, maintaining a seamless user experience.
Phased Rollout and Voice Integration
Gradual introduction within the client’s product dashboard to minimize disruption. Success led to voice-based virtual assistants, further enhancing accessibility for end-users.
EmbArrk™ Workshop
Secure Data Integration
Voice-based Virtual Assistants
Outcomes
- Significant Reduction in Support Tickets
- Improved Resolution Speed
- High Query Volume Management
- Substantial Time Savings
- Enhanced Customer Satisfaction
- Built to handle surging demand as the client expands into new markets
- Enriched reporting
