Customer Support
Providing customer service to ensure customer satisfaction.
Customer Support
Providing customer service to ensure customer satisfaction.
Service Overview
Service Overview
The service focused on integrating AI-powered self-service tools into the existing customer support portal for a large telecommunications provider. The main objective was to deflect 25% of Tier 1 support tickets to self-service channels while maintaining a high customer satisfaction (CSAT) score.
The service focused on integrating AI-powered self-service tools into the existing customer support portal for a large telecommunications provider. The main objective was to deflect 25% of Tier 1 support tickets to self-service channels while maintaining a high customer satisfaction (CSAT) score.
Creative сhallenges
Creative сhallenges
One challenge was training the AI knowledge base to accurately handle the diverse and technical language used by customers reporting complex outages and billing issues. We overcame this by integrating real-time support transcripts and involving Tier 2 agents in the continuous machine learning feedback loop.
Another key challenge was ensuring the self-service flow was not a frustrating dead-end for users who ultimately needed a human agent. Our team designed a 'smart escalation' button that provided the human agent with the full context of the user's self-service attempt, improving first-contact resolution.
One challenge was training the AI knowledge base to accurately handle the diverse and technical language used by customers reporting complex outages and billing issues. We overcame this by integrating real-time support transcripts and involving Tier 2 agents in the continuous machine learning feedback loop.
Another key challenge was ensuring the self-service flow was not a frustrating dead-end for users who ultimately needed a human agent. Our team designed a 'smart escalation' button that provided the human agent with the full context of the user's self-service attempt, improving first-contact resolution.
User experience focus
User experience focus
The project highlighted the importance of designing a support experience that makes the customer feel heard and valued, even when they are not speaking to a person. Three months after implementation, self-service deflection reached 28%, and the CSAT score held steady at 92%, beating the goal of maintaining the score.
The client reported positive internal feedback from agents, who could now focus on more complex, high-value customer issues.
The project highlighted the importance of designing a support experience that makes the customer feel heard and valued, even when they are not speaking to a person. Three months after implementation, self-service deflection reached 28%, and the CSAT score held steady at 92%, beating the goal of maintaining the score.
The client reported positive internal feedback from agents, who could now focus on more complex, high-value customer issues.
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