Reimagine B2B tech support with digital solutions

The client’s support had gaps that created low CSAT scores, growing ticket volumes, and SLA outages that brought down their support posture considerably. They wanted a solution that could help them attain high levels of CSAT and process excellence.

We designed a solution that leveraged AI, ML, NLP to drive predictability and agility in operations. Using AI, we segregated incoming cases based on behaviors and call patterns. We used this information to create a dashboard that gave decision-makers inputs on case resolution, the number of agents needed. The solution also included end-to-end case governance to speed up case resolution and included a centralized knowledge management system.

• 100% automation in ticket allocation
• >80% accuracy in predicting and estimating cases
• >30% improvement in TAT
• 30% increase in engineer productivity