Customer Frustration
A mid sized manufacturing company that fabricates precision machined parts in a highly technical category has long struggled with customer service.
At first, the owner, after hearing from peers that had some success with chatbots, wanted his own chatbot.
After initial discovery sessions and in depth job shadowing, an opportunity was uncovered to solve an issue that had festered for years.
Customers that called the service team typically were experiencing a complex technical issue.
Each call relied on the reps extensive product knowledge as there was no set of product manuals or a technical service database.
The Problem
A mid sized manufacturer of a highly technical product relied on an outdated manual customer service process. Often frustrating customers that called with an issue required to speak to a technical specialist for even simple problems.
The Solution
There was a critical need to organize common service issues into manageable groups before even thinking about a chatbot.
Service notes were fed into ChatGPT Pro which assisted in creating a high level view of common issues.
Source documents were then created with assistance from ChatGPT Pro that could be referred to by not only the service team, but also the technical team.
The final step of the project included creating a self help portal using AI that answered initial service questions. If further assistance was needed, then a service team member was tapped to help.
The project resulted in a significant reduction in service cases where a team member was involved. It also increased customer satisfaction scores and reduced overall service team costs.
A very healthy ROI was the ultimate result as the total effort improved profitability.