15% improvement in Customer Satisfaction, 10% in First Call Resolution using a Gen AI Bot for Knowledge Management Support
Overview.
Coforge enabled a leading travel enterprise to boost agent efficiency by over 20% through the implementation of an AI-powered knowledge management bot. As a result, the company is on the path to experience a 15–20% increase in customer satisfaction (CSAT) and a 10–15% improvement in first level resolution. The bot provides multilingual capabilities and currently encompasses a 13,000-article knowledge base.
Knowledge Base Complexity: Extracting accurate responses from a 13,000-article knowledge base with various formats (XLs, PDFs, docs, Jpegs) across 11 languages proved difficult.
Limited Search Functionality: Existing search features were inadequate for efficiently retrieving relevant information.
Agent Training Bottleneck: Time-consuming training due to the knowledge base's complexity.
Solution.
Coforge implemented a comprehensive AI-powered solution to optimize knowledge access and agent productivity:
Generative AI Chatbot: Developed a chatbot leveraging generative AI (Gen AI) technology to understand natural language queries and provide accurate responses or direct agents to the most relevant knowledge base articles.
Advanced Search Features: Enhanced search functionality with features like faceted navigation, filters, and natural language processing for improved information retrieval.
Machine Learning for Continuous Improvement: Integrated a machine learning mechanism to continuously learn from user interactions and refine the chatbot's responses over time.
Predictive Query Anticipation: Enabled the chatbot to predict additional user queries and suggest autofill options, streamlining interactions.
Multilingual Translation: Incorporated translation capabilities to support the chatbot's interaction with users in all eleven supported languages.
The impact.
The project yielded significant improvements in agent efficiency, customer satisfaction, and first call resolution (FCR):
Reduced Agent Training Time: Training timelines decreased by 25-30% due to the chatbot's ability to answer basic questions.
Improved Average Handling Time (AHT): AHT dropped by over 20% with faster access to accurate information through the chatbot search.
Shift Left & Reduced Escalations: Empowered L1 agents to resolve more inquiries at the first point of contact, minimizing escalations.
Massive improvement in Customer Satisfaction (CSAT) by 15-20%, likely due to faster and more accurate resolutions.
Significant increase in First Call Resolution (FCR) by 10-15%, indicating a higher rate of issues being resolved on the first call.
