Problem: Initial customer support faces challenges in promptly and effectively responding to customer queries due to limited resources and a growing number of inquiries. Solution: Utilization of an AI chatbot trained in natural language processing. The bot adapts based on company information, including databases, FAQs, and other resources, and it can also learn in real-time. Result: Efficient and consistent responses to customer inquiries across various platforms, reduced workload for first-level specialists, and quicker response times for customers.
Customer inquiry response time has decreased from 1 hour to instantaneous.
The chatbot handles 47% of all requests. Specialists only intervene when the bot can’t provide an accurate answer or if the customer is unsatisfied with the response. With ongoing training, its efficiency improves.
The company has reduced the number of technical support staff, retaining specialists for more complex issues.