AI-powered Chatbot for Enhanced Customer Support Efficiency

Our client is a leading enterprise software company specializing in IT services and customer support.

The client faced the challenge of improving the efficiency of their support engineers by streamlining access to real-time client data. Engineers needed to quickly diagnose whether client instances were experiencing downtime, slowness, or other performance issues. The client sought an innovative solution to reduce troubleshooting times and enhance customer support through automation and real-time insights.

We developed an AI chatbot designed to provide real-time answers to support engineers' queries about client instance performance.

By using the Retrieval-Augmented Generation (RAG) approach, the solution enabled instant access to critical data, allowing engineers to troubleshoot faster and more effectively, resulting in improved customer satisfaction and reduced downtime.

The integration of a Knowledge Graph enables the chatbot to understand relationships and dependencies within the data, improving its ability to interpret queries and deliver nuanced answers.

The AI chatbot processes and interprets complex queries from large datasets in real time, offering instant insights into client instance status and performance issues. It automates data retrieval, reducing manual effort, and integrates with big data systems for live reporting. The user-friendly interface caters to both technical and non-technical users, enhancing accessibility and usability.

Our solution handled hundreds of thousands of records processed daily, increased the number of cases caught by 12%, and accelerated support response times by 40%.