Enhanced Customer Support with AI Assistant Chatbot
We designed an AI-driven chatbot to transform our customer support process. This chatbot is engineered to provide instant knowledge base responses to support inquiries, whether they come through our website, Telegram channel, or other platforms. It utilizes both public sources and our own FAQ database to offer accurate information. Beyond just answering questions, the chatbot can create support tickets and assign them to the appropriate team member based on specific criteria. It continuously improves by analyzing human-agent interactions and successful engagements, enriching our FAQ database and updating our support activity metrics for better service quality.
Challenges & Requirements
Efficient Support Query Handling
Our goal was to minimize the manual effort required in managing incoming support inquiries, which can be time-consuming.
Accurate Information Provision
We aimed to ensure the chatbot could provide precise answers by leveraging a rich knowledge base.
Continuous Learning and Improvement
Implementing a system that learns from past interactions to enhance future responses was crucial for us.
Effective Ticket Management
The chatbot needed to be able to categorize and assign tickets efficiently to streamline the support process.
Actions
To meet the objectives, we chose a blend of technologies perfectly suited for the task
Chatbot Development
Using the Microsoft Bot Framework alongside FELEGO, our in-house tool for crafting agent-based AI workflows, we built a chatbot capable of engaging customers effectively.
ERPNext Integration
This allowed for seamless creation and management of support tickets within our existing systems.
Learning Mechanism Implementation
The chatbot was designed to enrich its FAQ vector database by analyzing both human-agent responses and its own successful interactions.
Support Activity Metrics Update
The system was configured to record interactions, updating our database with valuable insights into support activities.
Staff Training
Conducted comprehensive training sessions to ensure smooth adoption and maximization of the new system.
Results & Impacts
The implementation of our AI Assistant Chatbot has markedly improved our customer support operations
Significant Time Savings
Automating responses to support inquiries has drastically reduced the manual workload, freeing up our team to focus on more complex issues.
Enhanced Response Quality
The chatbot’s ability to access and learn from a vast array of information sources has improved the quality and accuracy of support responses.
Smarter Ticket Assignment
Support tickets are now automatically created and assigned to the appropriate team member, streamlining the resolution process.
Improved Data for Decision Making
The continuous update of our support activity metrics provides richer data, helping us make informed decisions to further improve customer support.
Technologies used
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