The Challenge
Their support team was overwhelmed with repetitive queries—password resets, appointment scheduling, basic product questions. Response times were suffering, customer satisfaction was dropping, and hiring more agents wasn't scalable.
Our Solution
We built an intelligent AI chatbot that handles routine queries automatically while seamlessly escalating complex issues to human agents.
What We Built
- Trained the chatbot on their knowledge base, FAQs, and historical support tickets
- Implemented natural language understanding to accurately interpret customer intent
- Built integration with their appointment scheduling and user management systems
- Created smart escalation rules that route complex queries to the right specialist
- Developed analytics dashboard to track resolution rates and identify knowledge gaps
The Results
Technologies Used
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