Enhancing Customer Interactions with an Advanced Chatbot Solution
About the company
Our client is a European software developer that has devoted all of its efforts to creating and distributing applications for iOS and macOS. This company offers a variety of widely used products, following their goal to enable machines to assist humans.
With more than 30 million users worldwide, the firm is proud of its broad influence. Our client’s business recognizes the value of digital security for individuals and organizations, so one of their main concerns is ensuring information is safe and secure.
The Challenge:
The company’s user base has increased to astounding heights over time. It became necessary to enhance the current customer support service. Our client wanted to manage the flow of contacts effectively and think about implementing a chatbot solution. Unfortunately, the “if/else system”-based bot was insufficient and lacked the functionality to address all the help desk’s requirements.
Our client needed a fully new approach. The company desired to reduce the time employees spent on routine customer interactions. Moreover, the solution should provide clear and detailed answers to customers along with step-by-step guides to help them resolve any issues they may be experiencing.
Our chatbot was the perfect solution for their customer service needs, offering both efficiency and continuous learning. The chatbot is designed to pick up conversations after a few seconds and provide relevant answers based on the customer knowledge base.
“We sought a solution that reduces the need for human intervention in customer support procedures. Leveraging our knowledge base, this AI chatbot may provide prompt and accurate customer service.”
The Customer
“The issue of enhancing the support service is all-too-familiar. It affects a lot of businesses. They make an obsolete effort to address complex problems. AI is a go-to solution in this case. Artificial intelligence can alter each service system. The chatbots may replace the need for manual problem-solving and offer our clients effective, round-the-clock support. The best thing is that this smart approach doesn’t require a wage or vacation time, guaranteeing affordability and continuous service.”
GlobalCloudTeam
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The Solution:
We adjusted the conversational chatbot according to the client’s requirements and goals in several stages:
- Educating the bot to provide straightforward responses to consumer inquiries. First, we fed our conversational chatbot information from consumer interactions with the business.
- Evaluating the bot’s skills. The objective was to respond to every common query that customers had. We created new rules to address the AI issue whenever one arose.
- Doing internal testing with our customer’s team to show results, get their feedback, and find any extra features.
- Releasing a chatbot and observing how it interacted with actual consumers to enhance the patterns of AI-human interaction.
The bot was fully trained and implemented into our client’s workflow in just two weeks of training, testing, and fine-tuning.
Integration team:
We initially assembled a small team of four experts to get optimal outcomes. As the project developed, we added two more software developers to increase productivity and speed up the process. Thanks to effective tasks allocation, we finished the project in only two weeks.
“Our fundamental goal was to create a highly dependable system to manage client requests while guaranteeing relevance and speed. Additionally, we ensured that it worked without a hitch with our customer’s existing support infrastructure, making things easy for them.”
GlobalCloudTeam
The Result:
- We reached a 5x reduction in response time.
- More than 60% of users said they were happy with the chatbot and would forgo human support. Others preferred speaking with live agents despite the waiting time and continued to do so.
- The chatbot helped the customer support team by handling simple and repetitive tasks. It enables the experts to concentrate on resolving more challenging problems.
“Since integrating the chatbot into our processes, there has been a noticeable uptick in customer satisfaction with our product. It now only takes 20 seconds to get from problem identification to solution delivery. This AI engine helped us make a quantum leap in customer support. Without a doubt, your knowledge has benefited our support operations and opened a door for new solutions.”
The Customer
Team
We have extensive experience in the development of highly scalable robust distributed platforms. As an example, the largest project was developed by multiple collaborating Outstaff Teams within GCT employing over 70 engineers.
The developed financial services platform supports up to 5 thousand updates per second and serves millions of end-users.
We believe that it takes great people to deliver a great product. 
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