Enhancing Customer Support with AI

An image that captures the essence of federal access and security, such as a montage of server racks, secure entry points, and digital access codes.

Challenge Strategic Approach Key Highlights Impact

The Partnership

Business Vertical:E-commerce

Region:Europe

Size of the Firm:250-750 employees

Tech Stack Used:Dialogflow, Python, TensorFlow, Zendesk, and PostgreSQL.

Overview

Overview : In an era of swift digital transformation, the need to secure and standardize access to federal resources is more pressing than ever. The SSA's mission, supported by Deloitte, was to bring about this pivotal change. Entrusted with this endeavor, Sbase showcased its unparalleled expertise in IDAM to drive the initiative forward.

Challenge

An emerging e-commerce platform wanted to enhance its customer support experience. Challenges were:
Growing ticket volumes and slower response times.
Dependency on manual processes for issue resolution.
Inconsistent customer feedback scores.

Our Strategic Approach

We anchored the transformation in a 4-step methodology:

Insight Gathering: Analyzing current support challenges.AI Strategy: Designing an AI-driven support blueprint.Deployment: Integrating chatbots and knowledge databases.Continuous Training: Regular updates based on customer interactions.

Key Highlights

A blend of cutting-edge technology with a human touch:
Workshops to decode the nuances of customer interactions.
Pilot testing for real-world feedback before full-scale deployment.
Regular checks to ensure chatbot effectiveness and relevance.

Impact

Achieved a 60% reduction in first-response times.
Improved customer satisfaction scores by 25%.
Enabled support staff to focus on complex issues, enhancing resolution quality.

Conclusion

Aligning with Deloitte, Sbase has not only set a benchmark in FICAM but has also fortified its standing as the leading authority in IDAM solutions.