Case Study
Customer Service with AI
AI-driven solutions improved customer service efficiency, reduced abandoned calls, enhanced agent performance, and optimized operations with insightful reporting.
AI-driven solutions improved customer service efficiency, reduced abandoned calls, enhanced agent performance, and optimized operations with insightful reporting.
To achieve their objectives, the client employed advanced AI techniques, including Queue Analysis, Performance Metrics Extraction, and Answer Rate Analysis. These methodologies were complemented by data visualization tools and natural language processing to deliver insightful reports and streamline communication.
Our client, a leading service provider, aimed to optimize customer service operations by leveraging real-time feedback and data-driven suggestions. Their goal was to enhance agent performance, streamline operations, and improve customer satisfaction.
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Amit Jangid
Founder & CTO
> Addressing data variability across different queues to establish consistent benchmarks.
> Accounting for handling time differences among agents due to varying query complexities.
> Integrating multiple metrics to generate actionable and comprehensive recommendations.
A tailored solution was designed to address the challenges. Adaptive algorithms in Queue Analysis dynamically adjusted benchmarks based on evolving data patterns. A weighted scoring system ensured fair evaluation of agent performance, especially for complex queries. OpenAI-powered automation simplified reporting, using natural language processing to generate detailed reports and visually engaging graphs. Automated email communication kept admins informed with concise updates. The AI-driven tools prioritized timely responses, flagged prolonged handling times, and identified agents needing training.
The client experienced a substantial reduction in abandoned call rates and noticeable improvements in agent efficiency. AI-driven insights helped optimize handling times and answer rates, while detailed reports empowered admins to make quick, informed decisions. Seamless email automation enhanced communication, ensuring the admin remained updated on key metrics. The overall customer service operations were transformed, leading to improved efficiency and better customer experiences.
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