Understanding the power of automation with the help of digital transformation cases
Explore how AI-driven automation and digital transformation can streamline processes, boost efficiency, and reduce costs. The case studies highlights the challenges, strategic approaches, and impactful results of implementing cutting-edge AI solutions in a dynamic business environment.
Streamlining Customer Support with First Line AI
Overview
Discover how a leading company simplified its external customer support operations using First Line AI. This innovative approach not only reduced response times but also enhanced the accuracy of task assignments, leading to improved customer satisfaction.
Industry
Technology and Software Solutions
Company size
Large, with 10,000 employees
Location by region
Silicon Valley, USA
Department
Customer Support
Problem
The challenges were multifaceted, stemming from the overwhelming volume of requests. This led to delays in response times, creating a bottleneck that affected overall customer satisfaction. Manual task assignment proved cumbersome, exacerbating the risk of misallocation and further hindering swift issue resolution. These challenges collectively contributed to a decline in customer satisfaction levels, highlighting the critical need for an innovative solution.
Solution
Serving as a digital gatekeeper, bot efficiently extracted tasks from designated emails, employing advanced National Language Processing (NLP) algorithms. These tasks are efficiently incorporated into the Service Desk solution through bots.
The client transformed their support workflow by leveraging Agile AI functionalities. Ask AI excelled in categorization, understanding context, and intent for intelligent sorting of requests related to sales, finance, or IT. This paved the way for automated assignment, optimizing resource allocati
Process
Outcome
BEFORE
- Response Time: 2-3 hours per query.
- Resolution Time: 24-48 hours for simple issues.
- Manual Handling: 85% of queries are handled by agents.
- Cost: 30% of the budget is spent on customer support staff.
AFTER
- Response Time: Instant replies, 24/7 availability.
- Resolution Time: Under 10 minutes for common issues.
- Automation: 70% of queries are resolved by AI.
- Cost Savings: 25% reduction in support costs.
Demo Video
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