Genesis NGN developed an AI-based customer support system for a multinational corporation that improved customer support, and customer satisfaction and saved over USD 5 Million for the company.
Client
Our client is a manufacturer of electronic products that operates in more than 10 countries around the world. Through its global network, the company provides a wide range of products to its customers. They offer the best quality electronic products to their customers at affordable prices.
The Challenge
Old methods were being used in the company’s customer service department. The company also outsourced a portion of its customer support service. In-house customer support agents had difficulty resolving different customer issues since there was no method or system for guiding them to help customers efficiently.
Customer support agents they outsourced were not that knowledgeable about the company or its products, and most of the time they were unable to solve the problems of customers. Their customers left and switched to competitors due to poor and bad customer service experiences.
To improve their customer support they used different software and changed the company that handled customer support. Despite their best efforts, none of it worked.
The research
To understand the current customer support process, Genesis NGN first visited the client’s head office. They noticed that the calls were picked randomly by any agent. Customer inquiries received via mail or message were not responded to in a timely manner. It was very common for agents to transfer calls to other knowledgeable and experienced agents if they were not able to solve the issue or understand it. As agents discussed the issue, customer calls were placed on long hold. In addition, our team spoke with the company that provides our client, customer support services for their business. They found that the agents there lack the information or expertise to solve the complex issues of the customers. Also, the software used for customer support was not that good.
The solution
For the client, Genesis NGN created a custom AI-powered customer support helpdesk system, conversation bot, and an IVR menu.
The AI-powered help desk system we created is also connected to mobile phones, the Web, and phone calls. The system automatically generates tickets and stores important details regarding the inquiry/issue/case. The AI of the system understands the inquiries that are coming from different sources, and it differentiates between them and separates them from one another according to category type (retailer, customer, warranty, technical issues, etc.) and importance.
The system learns from the case history and automatically routes the right cases to the right agent. In addition, we created a custom IVR menu to connect the customer with the right agent that is available. The help desk system provides suggestions, smart responses, knowledge articles, and similar articles that have previously been used in similar cases to solve it. Agents receive intelligent suggestions from the system. The only thing they have to do is select a suitable suggestion when responding to a message from a customer. For the agents, it made their job easier.
In addition, we developed a conversation bot for the company’s website that helps customers solve issues through the conversation when traffic is high and no agent is available to help them. Bot determines the best response for the customer based on what they say. The conversation bot is connected to the help desk system. Agents can take over the bot whenever they want to or free to help customers.
All customer support team members have access to the system, where they see which issues have been solved and which remain to be solved and based on this info they can take appropriate action.
Results
- The customer support process is streamlined and enhanced
- Customer satisfaction and experience improved
- The loyalty of customers increased
- Reduced reliance on outsourcing
- Using help desk data, they prevented future problems and improved their products
- The help desk saved the company over 5 million dollars by reducing support cost, reducing the number of support agents required, reducing lost sales due to lack of information, and having happier customers who referred more customers.
