Business Challenge

The customer service team of a SaaS customer experience platform, struggled to keep up with the demands of quickly resolving customer queries. Agents were bogged down by a cumbersome process that required them to sift through multiple websites and databases, causing delays in resolution times. This inefficiency not only reduced productivity but also left customers waiting too long for answers and lowered satisfaction rates. Realizing this, the client set out to overhaul their customer service operations. Their goal was clear - to streamline the process, speed up query resolution, and enhance the overall customer experience while maintaining high levels of customer satisfaction. The challenge was to discover a solution that could simplify and accelerate the entire process, allowing agents to provide faster, more efficient service.

Proposed Solution

To address these challenges, Shorthills AI began by doing a deep dive into their workflow, identifying the bottlenecks that were slowing down query resolution. Armed with these insights, our team of GenAI experts constructed a dynamic, integrated knowledge base. We then designed intelligent bots that could understand and respond in natural language, eliminating the tedious task of agents manually searching through databases. These bots acted as a bridge between natural language queries and SQL, seamlessly translating questions into SQL queries that tapped directly into the client database. We didn’t stop there - continuously refining the system based on real-time feedback, we ensured it consistently delivered top-tier performance and reliability.