Client overview

Our client is a delivery management platform that excels in last mile delivery. They provide AI powered tech solutions to 100+ businesses across 25+ countries to ensure on-time, cost effective deliveries.

CX challenge

Our client uses Freshdesk to manage the customer support tickets. With a growing customer base, they began receiving a large volume of tickets.

Most of these tickets were repetitive, with similar issues being raised by different clients. Resolving these took most of the bandwidth of the support team. Hence, it was taking on average ~2-3 hours (AHT) to resolve a ticket. Additionally, the priority tickets were also getting queued for a long time.

Robylon’s solution

We deployed our AI powered software and customized it based on the client requirements. The software was integrated with FreshDesk, client’s customer ticketing system.

Our AI agent automatically resolved the repetitive tickets without any manual intervention. About 15% of the resolutions were sent for human verification before responding to the customer.

The process included following 3 steps:

Intent Identification from customer query

An intent identification AI agent was created. It was trained on 30k+ historical tickets of the client. Each new incoming ticket was passed to the agent to figure out the intent of the Customer query. (eg. “AWB not generated, User creation failed”)

Automated query resolution

Each intent has a workflow associated with it. Based on the intent identified, the relevant workflow was triggered. Within each workflow, the relevant information was retrieved and actions performed to resolve the Customer query.

At the end of the workflow, an appropriate response is generated and sent back to the customer.

Query escalation

~15% tickets that scored low on AI confidence level were escalated for human verification before responding to the customer.

Outcome

Reduced AHT

Reduced average ticket resolution time from 5 hours to less than 2 minutes

Automation %

Achieved 52% full ticket automation without any human intervention

Conclusion

Our AI Support agent  automatically resolved 52% customer tickets within a few minutes. This helped the human agents focus on resolving the priority tickets.

Our platform seamlessly integrates with customer support softwares like Zendesk, Freshdesk, Zohodesk, etc. Using it, companies can reduce query resolution time by over 90% and save costs by 30%.

by Dinesh Goel

Cofounder & CEO, Robylon