Handling Customer Inquiries

Automation and AI in Customer Service

Overview

Intelligent automation of customer inquiry handling powered by language models and internal process documentation.

We are developing a solution that combines an NLP model for inquiry categorization, integration with databases and process documentation, and response generation through a chat or voice bot using LLMs.

Customer Challenges

Our Solution

Customer inquiries span multiple service categories (e.g., order status, return procedures, application processes, etc.) and may be handled by different staff members
Multi-level inquiry categorization and customer identification
Searching for relevant information in complex procedural documentation and the need to train new employees on detailed guidelines. Additional challenges arise when procedures change
We integrate with text-based sources (e.g., procedural documentation, manuals, guidelines) and databases (e.g., orders, applications), and train the model to use the appropriate sources of information
Time-consuming communication with customers and the need for 24/7/365 availability
Generating customer feedback through a chat or voice bot, with the possibility of referring to the relevant instruction

Results:

Thanks to intelligent automation of customer inquiry handling, customers receive consistent and procedure-compliant responses 24/7, reducing response time and increasing operational efficiency.
Real-time responses to customers 24/7/365
Ensuring compliance with current procedures
Quality control over response content
Iterative model deployment, progressively covering additional customer support areas
Mitigating employee turnover
References

Proof of success – What do our clients say about us?