The problem
The company’s support agents answered the same product questions many times a day. Answers existed, but they were spread across old tickets and documents, so customers asked instead of searching.
Harder issues waited in the same queue as the routine ones, and the team had little time left for them.
What we built
We built a knowledge base that is kept current automatically and an AI chatbot that answers from it. The chatbot handles routine questions directly and gives the customer the source.
When a question falls outside the knowledge base, the conversation is handed to a support agent with the context attached, so the customer does not have to repeat themselves.
The result
Ticket volume fell by 60%, which freed the support agents for the issues that need them. Customer satisfaction reached 90%.
Services used in this SaaS support chatbot case study
- AI chatbot development services: A chatbot that answers from your own content and knows when to hand over.
- AI agent development services: Agents that read a request, decide what to do and act inside your tools.
More on this field: AI automation for saas. To see what a similar project would cost, go to AI automation pricing.