Seven product lines, 55 SKUs and more than 7,000 product documents made it slow for support staff and customers to find the right answer. Manual searching stretched response times and tied up the customer service team.
What we built- A generative AI knowledge agent answers product and support questions in natural language, for employees and for customers.
- Semantic search and retrieval-augmented generation pull the answer from the right document and point to the source.
- Customers troubleshoot problems and log complaints in the same conversation.
- Built on Azure with OpenAI GPT-4 and text embeddings over the existing product repository.
- 82% of queries answered by the agent, at 90% accuracy.
- Average turnaround time improved by 17%.
- Around 1,500 customer queries handled every day.