Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem
The client was a major airline company facing several business challenges, including outdated manual processes and poor communication between teams, which led to inefficiencies, errors, and poor customer service. They wanted to modernize their operations, improve their internal communication, and enhance their customer experience to remain competitive in the airline industry. The client required a partner to help them develop and implement digital applications that would automate processes, streamline communication, and provide real-time access to data and analytics.
The business problem in this case study is that Line Technicians, Leads and Supervisors are using multiple legacy applications that are not efficient and user-friendly, leading to delays, errors and difficulty in finding information, collaboration and communication. The desktop-based access also limits their accessibility outside of office premises, causing delays in addressing issues and reporting solutions to management. This impacts the overall productivity and performance of the organization.
Business Solution
The business solution for this case study is to create a single, unified web application that is designed specifically to meet the needs of Line Technicians, Leads, and Supervisors, the application will be easy to navigate, will provide them with all the information they need in one place, and will be accessible from outside the office premises through iOS devices. This will improve efficiency, reduce the time taken to fix an issue and report the solution to the management and support collaboration and communication among Line Technicians, Leads and Supervisors, ultimately leading to increased productivity and performance.
Technical Solution
The technical solution for this case study involves the following steps:
A. Creating the infrastructure that will be accessed by multiple frameworks of different applications. This will involve setting up servers, databases, and network infrastructure to support the web application and its associated services. This will also involve creating an API layer that will allow different teams to access the application's features and data.
B. Creating a consistent User Experience (UX) across the applications. This will involve modernizing the way users work with the application by fixing long-pending usability issues of mainframe applications. This will be achieved by redesigning the user interface and improving the navigation of the application, making it more user-friendly and intuitive.
C. To ensure that the infrastructure is scalable and can handle the expected load, various load balancing and auto-scaling techniques will be implemented.
D. Implementing security measures such as encryption and authentication will be implemented to protect the customer data.
E. To ensure that the application is reliable and available, monitoring and logging will be implemented to track the performance and usage of the application.
Overall, the technical solution for this case study involves creating a scalable, reliable and secure infrastructure, creating consistent User Experience across the applications, modernizing the way users work with the application by fixing long-pending usability issues of mainframe applications and implementing monitoring and logging.
Technologies
The technical solution for this case study involves the use of several different technologies such as Sketch, Figma, Bootstrap, Angular JS, React JS, Oracle DB, Adobe Creative Cloud, Dotnet. These technologies will be used to create a modern, user-friendly web application that is easy to navigate, with a responsive layout. They will handle the application's logic and data, store and retrieve data, create visual assets and handle the application's logic, data, and security. The goal is to create an efficient, reliable, and secure web application that improves the productivity and performance of Line Technicians, Leads, and Supervisors.
Customer Success Outcomes
Increased operational efficiency: The implementation of the digital applications resulted in a 25% increase in operational efficiency for the airline.
Improved customer experience: The new applications and tools led to a 20% increase in customer satisfaction scores, as measured by customer surveys.
Reduced costs: The digital applications led to a 15% reduction in operating costs for the airline, resulting in significant cost savings.
Increased revenue: The new applications and tools led to a 10% increase in revenue for the airline, as a result of increased customer satisfaction and more efficient operations.
Overall, the implementation of digital applications had a positive impact on the airline's operations, resulting in increased efficiency, improved customer experience, cost savings, and increased revenue.
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