The Challenge
The client’s subscribers were struggling to quickly find answers to their questions. Traditional search surfaced a high volume of results and forced users to wade through lengthy knowledge articles, slowing down resolution and driving up support case volumes.
The existing chat channel lacked intelligent automation, which meant customer queries frequently escalated to support teams, increasing operational load and impacting customer satisfaction.
The client needed an AI-driven search and chatbot capability that could reduce the volume of search results, minimize the need for extensive review of knowledge articles, efficiently resolve customer queries, and decrease dependency on support teams, all at enterprise scale and across multiple languages.
