CHALLENGES
Level 1(L1) support is often the
first line of defense for organizations, and it can be difficult to keep up with the
demand for support due to high volumes of tickets, long wait times and frustrated
customers
- L1 support can be expensive and
can put a strain on organizations' budgets
- SLAs (service level agreements)
are often set for L1 support, and it can be difficult to meet these SLAs leading to
penalties for organizations in some cases
- L1 support is often a
high-turnover role, which can make it difficult to maintain a consistent level of
service
SOLUTION
- eClerx to build virtual assistant
power by GenAI360 engine to provide quick and easy support for most common issues
- Additional feature to record all
communications and flexibility to switch back to an actual agent in certain
scenarios
- eClerx engine to have two
primary features :
- Prompt based window to search for
required information related to the issue
- Virtual agent which can replace
the agent in certain cases and handle user query
