The client is one of the leading customer support service provider in the UK who wanted to develop an intelligent conversational platform that provides on-demand support to customer enquiries with the help of professional & skilled experts.
The client was not able to address each and every query of their product user.
They wanted to create online customer support where the queries get addressed immediately.
The customer can send query related to products & services through web or mobile application.
Queries are distributed to expert groups having expertise in the related areas, to address customer concerns.
Implemented Artificial Intelligence to offer an automated response in case experts are unable to respond immediately.
An expert can select and respond to a customer’s question and can check or rate other expert’s response.
Customers can view the response to the query sent message, score the response, and also post feedback over it.
Automated process resulted in reduction of human error
Increased customer retention
Exceptional increase in customer satisfaction rate
Gained customer insights
Enhancement in experts training
24*7 Monitoring & support services
Reduction in infrastructure cost
Conversion of brand users to loyal experts
Experts earn money by giving answers to the customer queries from anywhere in the world