CASE STUDIES

GenAI Integration with Customer Support Workflows

OPPORTUNITY

  • Utilize ChatGPT’s capabilities to help contact center analysts in troubleshooting and problem resolution. Especially, in case of old devices where minimal help is available otherwise.
  • Utilize ChatGPT’s ability to self train, hence reuse the improvised knowledgebase based on continuous learning


SOLUTION

  • Integrate ChatGPT an AI powered Chabot solution with agent workflow for real time response on agent’s questions
  • Display ChatGPT responses in directly in the workflow in a conversational format
  • Ability to clear the context from workflow

Benefits

An alternative and quick solution for Agents to resolve the queries e.g. when a customer is looking for remote for an old device, which is not in much use now.

Immediate response for simple and frequent queries

Handle repetitive and FAQs better by maintaining the context

Improved Customer satisfaction by faster resolution of queries