Client: AssessTEAM.com
Problem:
AssessTEAM, a performance management software provider, faced increasing volumes of repetitive support queries related to setup, reporting, and integrations. Manual responses stretched the support team’s resources, leading to longer resolution times and reduced customer satisfaction.
Solution:
BBI AI Labs implemented an intelligent chatbot to automate customer interactions. The bot instantly responded to FAQs, guided users through common setup steps, and escalated complex queries to live agents when needed.
Implementation:
- Developed with OpenAI’s GPT-based model, fine-tuned using AssessTEAM’s help articles and training materials.
- Integrated with Zoho CRM and Microsoft Teams for contextual hand-offs.
- Supported multi-language responses for AssessTEAM’s global customer base.
- Enabled Zendesk automation for real-time ticket creation and tracking.
- Continuous model learning using live chat transcripts to refine accuracy.
Results:
- 65% of queries were resolved automatically without human assistance.
- 30% improvement in customer satisfaction ratings.
- 40% reduction in response time.
- Substantial cost savings through reduced support overhead.
