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Transforming Customer Support with an AI-Powered Helpdesk Bot

Headquartered in Medina, Minnesota, our client is a top multi-channel retailer known for premium woodworking and hardware products. Serving hobbyists, DIY enthusiasts, and professional woodworkers, the company focuses on putting customers first in all its decisions. The client wanted to create the bot to streamline information retrieval for their support team, struggling with slow response times and fragmented data sources. This inefficiency led to high operational costs and inconsistent information, impacting employee engagement and productivity. They turned to UCS to build an employee-facing AI bot that can reason over multiple knowledge sources (CRM, ERP Policy Management) and provide consistent and relevant answers.

Challenge

  • Slow response times: The support team needed help finding relevant information quickly, leading to delays in customer service.
  • Fragmented data sources: Information was scattered across multiple systems (CRM, ERP, Policy Management), making it difficult to provide consistent answers.
  • High operational costs: Increased workload on the support team led to higher costs and inefficiency.
  • Inconsistent information: The inability to access centralized information resulted in varied and unreliable responses.
Transforming-Customer-Challenges

Solution

  • Natural Language Understanding: The AI bot was trained to understand and interpret employee queries in everyday language, accurately identifying their needs.
  • Knowledge Base Integration: The bot integrated with the client's CRM, ERP, and policy management systems, providing instant and consistent answers.
  • Conversational AI: Engaged in natural conversations, guiding employees through troubleshooting steps and offering relevant information.
  • Omnichannel Deployment: Deployed across various platforms that employees use, ensuring seamless support experience.

Key Takeaways

70% reduction in response time

Improved efficiency & service

60% reduction in support ticket volume

24/7 support availability

Staff & operational cost savings

Increased employee satisfaction

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