Ai agent for customer support

90% accuracy in customer ticket resolution

Industry

Geography

USA

Type

Web

Technologies

AWS, Chatbots

Project overview:

Client provides enterprise-level platform to solve simple customer questions, triage tickets that need an agent and assist agents with the help of GenAi
Forethought ai users: B2B clients, from e-com, education, financial business, SaaS, traveling. All businesses which care about customer success and for whom it is important to give top-notch customer support service.

Main challenge:

Main challenge was to achieving 90% accuracy in customer ticket resolution. AI model needed diverse, high-quality datasets to understand and respond accurately to various customer queries. Team had to invest in curating and cleaning training data, incorporating edge cases, and continually updating the dataset. We also implemented human-in-the-loop workflows where complex cases are escalated, and AI learns from resolutions
Another significant challenge for the development team was to get 90% accuracy in spam elimination. It is crucial to automate spam detection because it lowers manual review costs and effort. It is also important to supervise the results and make sure that important queries are not in spam. We used fine-tuned language models trained on domain-specific contexts

December 2021 and is still in process of product development in accordance to CI/CD framework

Key results:

10 + Integrations.
AI trained on customers’ data, using a combination of proprietary data, customer-specific data, and extensive natural language processing techniques.
AI copilot integrated into the help desk, increase in agent productivity in 20%

Scalability: platform performs effectively with a historical ticket data volume of 20,000+ and requires at least 2,000 email or chat tickets per month to operate smoothly
Advanced Ai and ML: understand conversation nuance to tag and route tickets using historical data and intent. Learns from both customer-facing and internal-facing knowledge.
UI/UX: AI copilot integrated into the help desk, increase in agent productivity in 20%
Natural Language Understanding (NLU): is an advanced subset of AI. Unlike basic Natural Language Processing (NLP), which matches keywords and associations, NLU uses sophisticated models to deeply comprehend customer queries and internal data.
Ai agents: AI Agents are team members you can efficiently use to resolve repetitive inquiries, prioritize tickets for agent handoffs, and more
Multi Language support: solution can installed installed in any country and supports all languages.
Security and data protection: data is encrypted at rest and protected by TLS in transit. We manage our production secrets with AWS tools. And our Data Processing Agreement (DPA) reflects the requirements of the GDPR and CCPA.
10 + Integrations: Automated workflows, integrates seamlessly with existing customer support systems such as Zendesk, Salesforce, and other major CRM platforms, etc.