ROUND-THE-CLOCK CUSTOMER SUPPORT AUTOMATION
Collaborating with HABA, a leader in high-quality children’s toys and furniture, we introduced an AI-powered solution designed to transform their customer service operations. Seamlessly integrated with HABA’s CRM system, this intelligent solution leverages information extraction and Large Language Models (LLMs) to enhance customer service efficiency by automating ticket processing.
noun /ˈbreɪk.θruː/
Solved for good
EFFICIENT INQUIRY HANDLING
Automates the categorisation, prioritisation, as well as assignment of requests to the appropriate corresponding customer in the CRM, resulting in reducing manual effort and speeding up response times. The solution also saves time by summarizing lengthy email chains, making it easier for agents to get a quick overview and respond efficiently. Each feature was designed to streamline operations, enabling more effective and timely resolutions.
INTELLIGENT RESPONSE GENERATION
Utilizes LLMs to generate accurate and contextually relevant response suggestions tailored to customer needs. While these AI-generated responses help accelerate the process, they are presented as recommendations, allowing customer service agents to refine or approve them before sending. This more measured approach supports agents, ensuring quality while increasing efficiency.
IMPROVED CUSTOMER EXPERIENCE
Faster ticket resolution, coupled with accurate prioritization, has led to increased customer satisfaction and streamlined support operations. By automating time-consuming tasks, customer care agents can now focus on more meaningful customer interactions, allowing them to concentrate on delivering genuine customer care and improving overall experience.
THE CHALLENGE
OVERCOMING BOTTLENECKS IN CUSTOMER SERVICE
Customer service agents were required to manually sift through ticket content and cross-reference the CRM system to find and assign each ticket to the correct customer. This was crucial to avoid creating duplicate records and ensuring cleaner data in the system. However, this manual process was time-consuming and unsustainable resulting in backlogs that impacted the speed of customer service.
Automating this process has been pivotal in accelerating operations. By extracting relevant information from tickets content, we can now automatically match tickets to the correct customer, classify and prioritise requests. This not only ensures more accurate customer matching and cleaner data stored in the system but also enables customers to receive timely, customised responses, significantly enhancing the overall customer service experience.
Tickets processed per day
Seconds to process a ticket
Backlogged tickets cleared
TRANSFORMING CUSTOMER SERVICE THROUGH AUTOMATION
We developed an AI solution fully integrated with HABA’s CRM, seamlessly handling incoming customer requests such as product inquiries, orders, and complaints. With every incoming ticket, the AI service is automatically triggered from within the CRM. This deep integration ensures an efficient, end-to-end automated process that enhances HABA’s ability to deliver fast, consistent, and high-quality customer support across all interactions.
What can be solved?
PRETTY MUCH EVERYTHING.
Where there is data and a problem that needs fixing, we’ll together find a way to come up with the good stuff: turning pain into pain au chocolat.
Get started with AI
Learn more about our team and find out how you can break through with AI
