Customer Success, zCase Study
Revolutionizing Customer Support with Generative AI
atif | Updated: February 23, 2024
The client, a pioneering Passwordless Startup Company, faced daunting challenges in supporting large volumes of customer cases efficiently. They grappled with high Time to Resolve (MTTR), a burgeoning case backlog, and the persistent pressure to reduce the Effort-to-Resolution (E:R) ratio amid escalating case volumes. Moreover, the ongoing attrition at lower customer support tiers necessitated significant resource ramp-up.
About Client
The client is a Passwordless Startup Company based out of the USA.
Business Challenge
The client, a pioneering Passwordless Startup Company, faced daunting challenges in supporting large volumes of customer cases efficiently. They grappled with high Time to Resolve (MTTR), a burgeoning case backlog, and the persistent pressure to reduce the Effort-to-Resolution (E:R) ratio amid escalating case volumes. Moreover, the ongoing attrition at lower customer support tiers necessitated significant resource ramp-up.
Trantor's Solution
- Collaborated closely with the client to introduce a cutting-edge Gen AI-based Customer Support Rep (CSR) Workbench.
- Developed a sophisticated tool serving as a co-pilot for CSRs, enabling swift resolution of inquiries regarding “How To” procedures, configuration queries, documentation concerns, and known case resolutions.
- Implemented a benchmarking engine to continuously refine accuracy and provide invaluable feedback to bridge gaps in documentation.
- Introduced an AI-powered summary and tagging engine to revolutionize case note management, facilitating continuous model improvement.
Outcomes
The implementation of Trantor’s Gen AI-based CSR Workbench yielded remarkable outcomes for the client:
- Achieved an impressive 85% answer accuracy rate, allowing CSRs to dedicate more time to handling complex cases.
- Realized a remarkable 55% improvement in cost-to-serve for lower CSR tiers, significantly optimizing operational expenses.
- Enhanced CSR productivity by providing quick access to previous case resolutions and streamlined case summaries, expediting issue resolution processes.
This transformative initiative not only elevated the efficiency and effectiveness of the client’s customer support operations but also positioned them as industry leaders in harnessing AI-driven solutions to address complex challenges.
The Client
The CSR Workbench has allowed our teams to close out documentation, configuration, and know issues, rapidly while allowing us more time to pay attention to more complex cases.
- VP Customer Support
