The Challenge
The manufacturing company received over 200 support requests daily, mostly repetitive questions about order status, product specifications, and warranty claims. Their small support team was overwhelmed.
Our Approach
- Discovery: Mapped the top 50 most common inquiries and their resolution paths
- Design: Built a conversational AI chatbot with natural language understanding
- Integration: Connected to their existing CRM and knowledge base
- Training: Fine-tuned the model with historical support conversations
- Launch: Phased rollout with human oversight for the first 2 weeks
Results
- Average response time dropped from 4 hours to under 2 minutes
- Support ticket volume decreased by 40%
- Customer satisfaction score improved from 72% to 89%
- Support team now focuses on complex, high-value interactions