Delivering Contextual Query Resolution Through AI Support Agent

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Home Case Studies Delivering Contextual Query Resolution Through an AI Support Agent

42%

Reduction in ticket volume

31%

Decrease in cost per ticket

25%

Increase in member satisfaction

About the Client

The client is a global leader in facilitating knowledge-sharing between industry experts and decision-makers. With access to a network of over one million subject-matter experts, the organization connects professionals to real-world insights through consultations, surveys, and on-demand expertise. Their mission is to help clients make smarter, faster decisions by bridging the gap between complex questions and expert perspectives across industries and domains.

Unveiling Success

Scaling Member Success with Intelligent, On-Demand Support

The client’s Member Success team serves as the primary support channel for network members (experts), handling inquiries submitted via email, phone, chat, or internal ticketing systems (Zendesk). Although many queries follow standardized patterns—such as account setup, profile updates, or basic compliance checks—the team’s executives must manually resolve each one by searching a knowledge base or browsing through past tickets. This manual approach consumes significant bandwidth, prolongs turnaround times (TAT), and detracts from higher-value activities.

Client’s Challenges

High volume of repetitive tickets tied up skilled executives in routine resolutions while escalations drove up support costs.
Manual lookup across siloed knowledge bases and ticket archives significantly slowed response times.
Extended turnaround times frustrated network members and impacted overall satisfaction.

Our Solutions

Developed an AI-powered agent that integrates with knowledge bases and Zendesk to instantly resolve 65% of member queries through natural language processing.
Implemented smart automation that auto-generates ticket summaries with suggested next steps while routing complex cases to live executives when confidence is low.
Deployed omnichannel integration across chat and voice channels to provide seamless support experience while freeing executives for high-impact interactions.

Tools and Technologies Deployed

Business Outcomes

Driving Efficiency, Reducing Costs, and Elevating Member Experience

Enhanced Self-ServiceRoutine queries are handled instantly by the AI agent, significantly reducing executive workload.
Reduced Ticket VolumeAutomation of standardized issues substantially decreased incoming support requests.
Lower Support CostsFewer manual interventions translated to significant operational cost savings.
Improved Member ExperienceFaster response times and round-the-clock availability enhanced overall satisfaction.

Why Kanerika?

Kanerika is a premier provider of data-driven software solutions and services that facilitate digital transformation. Specializing in Data Integration, Analytics, AI/ML, and Cloud Management, Kanerika prides itself on its expertise in employing cutting-edge technologies and agile methodologies to ensure exceptional outcomes. With a proven track record across various industries, Kanerika maintains rigorous quality standards, backed by ISO 27701 & 27001 certification, SOC II, and GDPR compliance. We are also CMMi Level 3 appraised, further accentuating our commitment to quality service delivery. As a partner of Microsoft, Databricks, AWS, and Informatica, Kanerika’s commitment to innovation and strong partnerships positions it at the forefront of empowering businesses for growth. Moreover, recently Kanerika was recognized as the preferred Microsoft Fabric partner and is uniquely positioned to access the Microsoft resources for its various enterprise product implementations.