Business Situation
A manufacturing client faced inefficiencies in their customer support processes due to the absence of real-time issue resolution systems. The reliance on manual ticketing and historical data retrieval slowed down operations and negatively impacted customer satisfaction.
SGA Approach
- Developed chatbots capable of providing immediate responses using retrieval-augmented generation (RAG) systems
- Integrated chatbots with client systems for seamless access to data and operational efficiency
- Automated the ticketing process and enabled conversational AI for customized follow-ups based on user queries
- Enabled chatbots to log and initiate tickets while retrieving historical resolutions to address recurring issues effectively
Key Takeaways
- Improved mean time to resolution (MTTR) resulted in a 15% increase in customer satisfaction scores
- Automated ticketing reduced manual intervention by 30%, allowing teams to focus on higher-value tasks
- Deployed a chatbot solution compatible with multiple AI platforms, ensuring adaptability for future needs
