Customer support chatbot

The challenge

• Fast information gathering: Customer support agents often need to respond quickly to a wide range of customer questions, which requires fast and accurate information gathering.
• Complex requests: Customers often ask complex questions that require a thorough review of documentation and manuals.
• Efficiency in support: High request loads and the need to provide each customer with precise and individual answers can overload support.

Solution

• MAIA assistance: Customer support staff can use MAIA to quickly extract the information they need from a wide range of company documents.
• Customizable answers: MAIA helps to answer complex queries efficiently so that support can then communicate these answers to customers by phone or email.
• Improving response quality: MAIA ensures that the answers given are precise and tailored to the specific needs of the customer.

Result

• Speed: 70% faster processing of first level support questions and 50% time saving in second level support.
• Relief for the support team: Reduction in the workload of customer support through more efficient information procurement and processing.
• Comprehensibility: Conversion of technical language into a comprehensible format on request.
• Satisfaction: The high response quality in a faster time leads to increased employee and customer satisfaction.

Prompt examples

• "How can I upgrade [product type] [article number] to the latest technology?"
• "How much space is required for the installation of [product]?"
• "What are the advantages of [product name]?"
• "Send an e-mail to [customer name] with the request: I would like to order [product name]."