Recent Example Story

Leveraging AI and Automation to Achieve 93% Self-Service Support

Introduction:

In my previous role at Solo, a fin-tech startup, our mission was to optimize support by harnessing the power of AI and automation. With limited resources, we embarked on a journey that revolutionized our support system, resulting in an impressive 93% self-service support rate. Through strategic tech stack selection, a customer-centric approach, and innovative solutions, we successfully streamlined support processes while empowering customers to find solutions independently.

Revamping Email Support:

As part of our comprehensive approach, we recognized the need to revamp the traditional email support system. It’s estimated that for every 10,000 support tickets filed there are 60,000 back and forth communications. We started by building a form-fill-first approach that gathered crucial customer information. This new process involved a carefully designed flow of questions that helped us understand and diagnose customer issues. By leveraging automation, we generated automated answers to common problems, deflecting support cases and reducing the volume of incoming email support requests. Consistently we fed this data into our models to start to predict where customers seeing the most friction so it could be addressed.

Partnering with others who are AI focused:

We chose to leverage a vendor who was AI focused in the support space to help us build our bots and integrate our support systems together. We leveraged their AI solutions to build chat summaries, learn predictive text to answer questions and easily adjust our responses to be friendlier and more concise. Additionally we joined our resource centers and all of our incoming support together. This allowed automated bots to pull relevant content into the conversation and deflect support.

Efficient Team Management through AI:

Automation also played a key role in optimizing our team's efficiency. By utilizing AI chat abilities to summarize support tickets, we condensed customer inquires into concise summaries, saving time and ensuring easy access to relevant information. These summaries were seamlessly integrated into our CRM, allowing employees to review account details in under a minute. Additionally, we implemented logic within our email support system, ensuring automation was the first line of support. If a customer reached out via email without an open case, an automated reply directed them to the appropriate channels, further optimizing our resources.

Results and Conclusion:

Through our comprehensive approach, we achieved remarkable results. Our self-service support consistently stayed between 90-95% week over week. While automation and AI-driven processes allowed our teams to work more efficiently and provide higher-quality support we maintained a 4.1 CSAT score (out of 5). By combining a customer-centric approach, and continuous learning, we demonstrated the transformative power of leveraging AI and automation to streamline support.