Gen AI Powered Interactive Agent for Customer Support

The Challenge

Our client faces a growing volume of customer inquiries related to equipment, warranty verification, and product support, which overwhelms the existing manual support processes. With 11 customer support agents and over 6,200 documents spread across multiple repositories, addressing customer needs efficiently is challenging. The current system, utilizing osTicket for ticketing and QAD for inventory management, struggles to deliver quick responses due to manual document verification and data retrieval. This results in delayed service, customer dissatisfaction, and a strained support team.

The Solution

To streamline client’s customer support, we propose developing an advanced Generative AI-powered Virtual Agent. This Virtual Agent will integrate with client’s existing ERP system, enabling it to swiftly verify warranties, manage returns and replacements, and respond to inquiries with tailored AI-driven support. Key components of the solution include:

• ERP Integration:
  The Virtual Agent will automate the validation process for warranties and product eligibility by pulling product SKUs and warranty data directly from the ERP system. With 11 products and 155 unique SKUs, the AI will handle warranty inquiries efficiently, reducing manual processing time and minimizing errors in product eligibility verification.
• Knowledge Base:
  A dynamic catalog will be created from the existing 6,238 support articles and technical documents, ensuring the AI has immediate access to up-to-date information. This comprehensive knowledge base will grow to include 11,457 documents, enabling the AI to provide accurate, context-specific responses, improving both response times and overall customer support effectiveness.
• Virtual Agent Interface:
  Through an interactive chatbot interface, the system will handle most customer queries, escalating only complex cases to human agents, reducing response times and workload for support staff.

The Results

• Faster Response Times:
  The AI-powered Virtual Agent provides real-time responses to customer inquiries, cutting down manual processing time and significantly reducing response delays.
• Increased Efficiency:
  With 80% of inquiries handled by the AI, support agents are free to focus on complex queries, leading to a reduction in manual workload.
• Enhanced Customer Satisfaction:
  Human-like, tailored responses from the AI ensure customers feel heard and supported, improving overall satisfaction.
• Reduced Operational Costs:
  The need for full-time equivalent (FTE) agents in repetitive tasks like warranty validation and document retrieval is minimized, lowering overall support costs.
• Improved SLAs:
  The solution will enhance service-level agreements (SLAs) by delivering prompt, accurate responses and reducing error rates in warranty verification and ticket management.