Transformation of Customer Experience using GenAI
Business Challenge
The customer service team of a SaaS-based customer experience platform struggled to keep up with the demands of quickly resolving customer queries. Agents were bogged down by a cumbersome process that required them to sift through multiple websites and databases, causing delays in resolution times. This inefficiency not only dragged down productivity but also left customers waiting too long for answers, hampering their satisfaction. Realizing this, the client set out to overhaul their customer service operations. Their goal was clear: to streamline the process, speed up query resolution, and enhance the overall customer experience while maintaining the high standards they were known for. The challenge was to discover a solution that could simplify and accelerate the entire process, allowing agents to provide faster, more efficient service.
Proposed Solution
To address these challenges, Shorthills AI began by diving deep into their workflow, identifying the bottlenecks that were slowing down query resolution. Armed with these insights, our team of GenAI experts constructed a dynamic, integrated knowledge base. We then designed intelligent bots that could understand and respond in natural language, eliminating the tedious task of agents manually searching through databases. These bots acted as a bridge between natural language queries and SQL, seamlessly translating questions into SQL queries that tapped directly into the client database, delivering rapid and accurate responses. We didn’t stop there—continuously refining the system based on real-time feedback, we ensured it consistently delivered top-tier performance and reliability.
Key Outcomes
The implementation of Shorthills AI’s solution marked a turning point for their customer service operations. What once took hours was now accomplished in a fraction of the time, with query resolution times dropping significantly. This allowed agents to shift their focus from navigating complex databases to engaging in more meaningful interactions with customers. The days of requiring deep technical expertise in SQL were over, as the new system made the process far more accessible and efficient. This transformation led to a noticeable boost in customer satisfaction, reinforcing their dedication to delivering exceptional service.
Tech Stack
RAG, Llama 3, Prompt Engineering, Fast API, Agentic RAG