Case study

Customer satisfaction increase using Gen AI

Speed up turnaround times to improve customer satisfaction using Gen AI

20% CUSTOMER SATISFACTION BOOST

15% FASTER SERVICE DELIVERY

3% REVENUE INCREASE DUE TO IMPROVED CUSTOMER SERVICE QUALITY

The Business Challenge

While some customer queries are standard and could be handled with clear, predefined rules, some processes require case-specific responses and expert knowledge.

Our manufacturing client faced a significant business challenge in enhancing their customer service experience. Having an extensive repository of product documentation, the accessibility of specific, in-depth knowledge was cumbersome and often confined to a small group of seasoned company veterans. This limitation often resulted in prolonged response times to customer inquiries, as employees frequently had to pass the customer from one person to another to find the right information. Such a process not only delayed the provision of solutions but also exacerbated customer frustration, undermining the overall service quality and potentially impacting customer satisfaction and loyalty.

 

Customer satisfaction increase using Gen AI 1

The Solution

We developed a chatbot powered by Generative AI that allows employees to obtain necessary information in a quick and easy way. The chatbot uses internal documents like product brochures, specifications, and nomenclatures as well as data from the systems on product prices and availability.

It can easily adapt to changing requirements and scale to handle a higher volume of customer service resolution content generation while maintaining quality.A feedback loop ensures continuous learning and improvement in content generation

Customer satisfaction increase using Gen AI 2

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