Extending Intelligence To Customer Support

Building a self-servicing support desk to mimic human conversations and enable 24/7 client support. With digital partnerships on the rise – enabling competent teams to operate low-value transactions at a round-the-clock time frame can no longer be tagged as “Productive”. The client reached out to us to solve the Agent Overworking crisis by wanting to create a conversational support bot within the enterprise’s support platform. The client has a 24x7 support policy and also had desired that the workforce shouldn’t feel the stress of this policy’s potential human repercussions.

With very specific pointers to not stretch the workforce to achieve its “Round-the-clock-support” policy whilst being able to address customer pain-points. Support AI wanted the team to upgrade its legacy support desk. Our strength to enable seamless digital transformation came to the fore to execute all the cards in the deck. A deep R&D from our team revealed that this task demands the creation of a text-to-speech enabled AI chatbot, integrated to the best support desk tool in the market, Freshdesk.

Our team effectively created a speech-enabled AI chatbot that autonomously overlooked all client engagements as tickets within the system. This ticket is further tagged using AI algorithms to boost relevance and accuracy in the automatic ticket assignment process. Thus, ensuring that all tickets make sense to the assigned authorities across all agent roles and groups within the organization. The end product was an autonomous bot that combined ingenuity and dexterity to accentuate all support operations with technical resilience and impeccable precision. This saved the client a huge amount of manpower, capital and effort.