Meeting the Demands of a Thriving Marketplace with Advanced Technology Solutions
About the company
The leading online classifieds website in MENA region resorted to our company for assistance. It is a one-stop shop where people can easily buy automobiles, household items, and mobile phones and access various services. Millions of listings are being created every month. This business has enormous market potential, but to adequately meet the varied demands of its customers, it needs cutting-edge technology solutions.
The Challenge:
The sheer amount of items results in thousands of daily comments and direct messages on social media. Under continual pressure, the support staff of our client has already automated several procedures using third-party software, building a sophisticated algorithm of potential flows and matching common answers.
The team required help handling the increasing volume and guaranteeing fast help without abandoning their other obligations as the number of website visits and client inquiries rose. The company faced a tough decision: either give up on time-to-resolve metrics or deal with the need to hire more support agents, leading to increased costs. Additionally, the unique characteristics of the MENA market, such as slang and abbreviations, added extra difficulty.
“We have tried several platforms throughout time to satisfy our objectives, especially when managing Facebook comments and direct messages. But none could satisfy our demands. We even bought and handled two different systems individually. Despite a good UI, statistics, etc., we only received a small amount of automation on both platforms. However, only by cooperation with your team we accomplished the amount of automation required to manage the flow of requests.”
The Customer
“Our client chose a traditional intent-based approach to customer support automation with an exact flow to follow due to internal policies. Our team had to offer a solution that would fit the rhythm of our client.”
GlobalCloudTeam
Embrace innovation with Global Cloud Team’ bussiness competence and services
The Solution:
A seamless combination of a powerful natural language processing (NLP) model with priceless confidential client data is something we take great pleasure in. It includes corporate policies, established response templates, prior client tickets, SQL databases, etc. Combining these resources allows us to create specialized solutions to match clients’ unique requirements and produce outstanding outcomes.
The retriever’s unique model precisely connects client intent with on-the-ground insider information. With our ground-breaking design, our team is pleased to allow clients to take their ideas into action for even the most complex customer service automation requirements. Our system blends real-time communication with pre-planned replies so fluidly that it is difficult to tell it apart from real human interaction.
The integration process was divided into five steps:
- Retrieving and inputting internal data (templates, FAQs, manuals, etc.).
- Educating the system to respond to user inquiries in the right ways.
- Internal testing of AI chatbots with our client.
- Real-time testing with 10% of actual customer requests, encompassing various situations and how it works to assist when the confidence score is too low to address the subject and the topic adequately is marked as a necessary escalation (refund, etc.).
- When all essential indicators indicate positive results, the bot is improved, and 100% of requests will be executed.
“Improving the operational needs for the support service was much simpler to assign because our customer already had expertise with automation technologies and chatbots. We quickly launched a beta version of our AI chatbot by examining the data given by our client. Their team frequently went above and beyond to give us the extra required information, showing their excellent responsiveness and forward-thinking attitude. Our client’s dedication to excellence set the stage for a smooth implementation process that produced splendid results.”
GlobalCloudTeam
The Result:
The rate of instant and correct chatbot answers surpassed 80%.
“The AI solution has become a driving force for enhancing the customer engagement process and lowering the response wait time. Without adding more staff, our team was able to push the effectiveness of the support service. The software development company gave our firm’s growth a fresh boost. We appreciate the developers’ efforts to modify and adapt the product to our project’s requirements.”
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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