Technologies Used
The client, a B2B SaaS company, serves Small and Medium-sized Business (SMB) clients in over 40+ countries. Possessing a global presence, the company prioritizes delivering innovative solutions and enhancing operational efficiency for its diverse clientele, enabling them to thrive amid the challenges of digital transformation
The client encountered various obstacles in their technical support operations, which negatively impacted operational efficiency and hindered business growth. The increasing expenses in technical support had constrained available resources, and the struggles in retaining skilled support staff had resulted in delays, inconsistent service, and unresolved customer concerns. Additionally, the burden of repetitive tickets and customers not referring to manuals had depleted resources and impeded productivity, posing challenges to the company's potential for growth
Challenges
Increasing expenses for technical support posed limitations on business growth, reducing available resources
Difficulty in retaining skilled support staff resulted in delays, inconsistent service, and unresolved issues
Repetitive tickets and customer disregard for manuals drained resources, hindered productivity, and impeded growth
Solution
Created knowledge base and prepared historical tickets for machine learning, improving support and operational efficiency
Implemented LLM-based AI ticket resolution system, reducing response times and increasing customer satisfaction with AI for business
Implemented AI for operational efficiency, and reduced TAT for query resolution
Challenges
Increasing expenses for technical support posed limitations on business growth, reducing available resources
Difficulty in retaining skilled support staff resulted in delays, inconsistent service, and unresolved issues
Repetitive tickets and customer disregard for manuals drained resources, hindered productivity, and impeded growth
Solution
Created knowledge base and prepared historical tickets for machine learning, improving support and operational efficiency
Implemented LLM-based AI ticket resolution system, reducing response times and increasing customer satisfaction with AI for business
Implemented AI for operational efficiency, and reduced TAT for query resolution
Business Impact
AI for Operational Efficiency
Streamlined technical support operations, improving efficiency with an LLM-driven Al ticket response system
Cost Optimization
Reduced staffing costs and optimized resource allocation by implementing AI for business automation
Quicker Ticket Resolution
Faster query resolution using AI in customer service improved overall customer satisfaction
Scalability and Growth
Streamlined processes with AI automation for business to scale operations and implemented data-driven tactics to pursue growth opportunities
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 certification, SOC II, and GDPR compliance. As a distinguished partner of Microsoft, AWS, and Informatica, Kanerika’s commitment to innovation and strong partnerships positions it at the forefront of empowering businesses for their growth.
Let’s Get Started!
After receiving your query, our technical expert will arrange a call to delve into your idea after signing an NDA.
