Increasing profit through increased customer retention.
Manual processes slowed efficiency
Faced with manual processes and fragmented visibility into customer touchpoints, our client struggled to handle over a million customer inquiries annually. This resulted in slow response times, inefficiencies across departments, and an inability to effectively address repetitive queries about payments and pricing. Without a scalable system, their operations became costly and difficult to manage.
Transforming customer experience with scalable solution.
The client needed to move away from outdated, manual processes and adopt a more efficient, customer-centric approach. Their goal was to optimize customer service operations, reduce repetitive tasks, and create seamless interactions across multiple departments. However, achieving this required overcoming several key hurdles:
- Inefficient processes: manual handling of inquiries led to delays and higher operations costs.
- Limited customer insights: lack of clarity on customer touchpoints hindered service optimization.
- Repetitive queries: high volumes of repeated questions around payments and pricing.
- Siloed departments: inefficiencies across multiple departments (sales, operations, service desk)
Developing an AI-powered ticketing engine
To tackel these challenges, we designed a robust, AI-driven solution tailored to streamline the client’s customer service operations. By leveraging advanced analytics and automation, we aimed to enhance efficiency, improve customer understanding, and provide seamless support across departments.
Our approach included:
- In-depth analysis: conducted a detailed review of over 1 million customer inquiries using Natural Language Processing (NLP) to identify inefficiencies and issues clusters.
- AI-powered ticket routing: Built intelligent routing and categorization logic to streamline customer queries and reduce manual intervention.
- Cross-department integration: enhanced collaboration and visibility across sales, operations, and service desk.
- Process automation: designed automated workflows to accelerate ticket handling and optimize resource allocation.
This engine empowered this financial institution to reduce inefficiencies, improve customer understanding, and streamline service processes across the organization.
7% Cost reduction p.a. through efficiency gains.
The AI-powered solution transformed the client’s customer service processes, delivering both operational and customer experience improvements. By automating workflows and improving ticket routing, the client achieved measurable cost savings and increased customer satisfaction. These changes empowered the organization to provide faster, more efficient support while unlocking additional revenue opportunities.
