23 June 2018
Company:
Major manufacturer of computer network equipment
Goal:
Reduce by 50% the manual effort required to resolve support requests
Challenges:
- Presence of much non-relevant text
- Complexity of support cases
- Varying vocabulary and ways of describing problems
- Attempts with other search systems failed in the task of quickly and consistently matching up similar support cases; searching by keyword produced poor results
Solution:
- Unsupervised training of the Support Intelligence Engine so that it learns the vocabulary used in the company’s support cases and product documentation
- Removal of non-relevant text from support cases
- Automatic learning of new vocabulary in real time
- Autosuggestion of topics for support agents, to standardize support case text
Result
- Relevant search results found more quickly than with previous search methods
- 70% reduction in average handling time of support requests
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