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Revolutionizing HR and IT Operations for a Manufacturing Company with AI Automation
Business Problem
A prominent manufacturing company encountered substantial challenges in delivering effective technical support to its customers. The inefficiencies in handling customer inquiries resulted in delayed responses, negatively affecting customer satisfaction. Customers faced significant difficulties in locating essential information, such as product catalogs, manuals, and FAQs, on the external company website. Additionally, the company struggled with ineffective ticket management systems, leading to unresolved or delayed issues. These problems were compounded by the absence of a streamlined process to improve customer experience. Collectively, these issues hindered the company’s operational efficiency and its ability to scale customer support operations effectively, creating a pressing need for a transformative solution.
Use Case: The manufacturing company required a solution to enhance its technical support processes by automating customer inquiry handling and streamlining access to critical information. The primary use case focused on deploying an AI-powered chatbot to improve response times, simplify ticket management, and enable efficient self-service for customers.
Business Solution
To overcome these challenges, Pronix Inc. implemented an AI-driven Search Bot, designed to transform customer support operations. The solution began with the automated crawling and indexing of the client’s external website, including content such as FAQs, white papers, product catalogs, and manuals, to build a comprehensive and intelligent knowledge base. The AI-powered bot delivered instant responses to customer inquiries and streamlined the handling of support tickets. It was integrated seamlessly with the external-facing website, allowing customers to independently search for information, thereby reducing their reliance on tech support teams. By automating repetitive tasks and enhancing the accessibility of critical information, the solution significantly improved the efficiency of customer support processes and elevated the overall customer experience.
Technical Solution
The technical implementation focused on deploying an AI-Driven Search Bot using a Retrieval-Augmented Generation (RAG) approach. This solution featured advanced capabilities to meet the client’s requirements:
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Open AI Integration: Provided accurate and contextual responses to customer inquiries by leveraging advanced AI models to search and retrieve indexed content.
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Kore.ai XO Platform: Enabled the development of an intelligent, scalable conversational interface.
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XO Automation: Automated workflows for ticket management and query resolution, enhancing efficiency.
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Web SDK Integration: Ensured seamless and automated interactions for customers accessing the bot on the external-facing website.
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AWS Hosting: Delivered a secure, scalable, and high-performing infrastructure for hosting the solution.
Technologies Used
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Kore.ai XO Platform, Search AI, XO Automation, Web SDK, AWS
Customer Success Outcomes
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The implementation of the AI-driven Search Bot delivered measurable and impactful results:
Improved Customer Experience: Customer satisfaction improved by 35%, driven by faster and more accurate responses to inquiries.
Enhanced Customer Support Ticket Management: Ticket resolution efficiency increased by 30%, enabling quicker handling of issues.
Improved Self-Service Capabilities: Self-service rates surged by 50%, significantly reducing the volume of incoming support tickets.
Streamlined Customer Interactions: The AI bot managed 65% of customer inquiries, easing the burden on tech support teams.
Transforming Digital Experience: Enhanced website usability led to a 25% improvement in positive customer feedback.
Reduced Average Handling Time (AHT): AHT dropped by 40%, allowing agents to focus on high-priority issues.
Improved Internal Productivity: Employee productivity increased by 20%, as they were freed from repetitive tasks to focus on more complex support tickets.
Enhanced Search Capabilities: Customers and employees experienced a 45% improvement in finding and accessing documents and information on the company website.
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