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Existing chatbot triage system failed to categorize customer inquiries effectively, causing delayed resolutions, haphazard communication patterns, and declining CSAT scores. Multiple product offerings complicated service workflows, reducing operational efficiency and agent responsiveness to evolving customer needs.
A next-generation solar technology company specializing in advanced solar power plant design tools and AutoCAD plugins used across 50+ countries
Expected reduction in manual triage efforts by 60%, elimination of 4x current email/call volume, and 20% increase in agent productivity. Enhanced data visibility will enable proactive service improvements while intelligent routing ensures 90% of cases reach appropriate specialists immediately, driving measurable improvements in customer satisfaction metrics.