Accelerating Resolution Times: Enhancing CX with GenAI

Business Opportunity

Building an AI-Driven SearchBot

A leading postal and logistics company with a rich history dating back to 1819. As the nation’s official postal service provider, the client has evolved from traditional mail delivery to offering a wide range of services, including international logistics, eCommerce solutions, and digital mailrooms. They operate a vast network of 13 operating offices worldwide and 56 Post Offices, delivering to more than 220 countries. 

The client continues to innovate and expand its capabilities, providing comprehensive and reliable solutions for businesses and consumers across the globe. They were looking for a way to streamline their customer service, particularly for query resolutions. Customers generally have to call or email the client’s customer service to get information regarding their queries. Responding to these queries can be time-consuming and challenging, especially for customer executives who have to go through the vast knowledge repository to find the relevant information.

We built a robust GenAI-based SearchBot with a customer executive interface that can answer queries precisely, boosting the client’s customer experience. We helped them create a natural language processing (NLP) model capable of understanding and responding to diverse customer questions, including those related to service information, pricing details, etc.

The Challenge

The client’s customer executives needed to deliver information faster than ever to keep up with growing customer expectations. This meant quickly accessing the right details from a vast and complex knowledge base. Also, for new hires, getting familiar with the knowledge base takes time and involves a learning curve.

The client needed a solution that could streamline the search process, enabling agents to swiftly locate the necessary information and easily navigate to the relevant documents for further details, ensuring a seamless and efficient customer support experience.

Our Solution

To address the client’s challenge of efficiently handling customer inquiries, we developed a robust GenAI-based SearchBot that helped their customer executives significantly enhance customer experience. We built a natural language processing (NLP) model designed to accurately understand and respond to a wide range of customer questions, including queries related to service information, pricing details, and more. 

As part of this solution, we proposed using the Agent Builder functionality within Vertex AI to create an AI-powered SearchBot. This bot quickly searches through all relevant documents based on user queries, providing accurate responses while also pointing to the exact sources of information, enabling customer service agents to deliver prompt and informed assistance.

We created a datastore and application through the GCP console for the Vertex AI Search Agent Builder. All documents were uploaded to Google Cloud Storage, and the bucket path was provided during the datastore creation. The system also included a built-in functionality to automatically sync documents directly from Cloud Storage.

The features of the solution include 

• Response in Seconds: Responses to questions are delivered within 6-8 seconds.
• Feedback Data: Users can provide feedback by clicking thumbs up or thumbs down on the response. This feature helps track the number of satisfactory and unsatisfactory answers and may be used in the future to retrain the model.
• Ease of Sharing: A copy feature allows users to click on a copy icon to easily copy the response.
• Structured Response: Responses are structured in bullet points, with each point accompanied by a citation. The citation references a document number, indicating the source document from which the information was retrieved.
• References provided: The application also displays a list of reference documents. These documents are clickable, allowing users to navigate directly to the stored documents for additional information.
• Customizable responses: The application includes features to elaborate, formalize, or shorten responses.

Benefits of Developing GenAI Solutions with Niveus

• Enhanced Efficiency and Speed: Our AI processes customer requests faster, providing quick resolutions that improve overall service quality. Customers prefer fast resolutions, choosing to spend 5 minutes with AI over waiting 20 minutes for a human agent.
  
• Cost Reduction and Resource Optimization: Our AI solution automates routine tasks and inquiries, reducing customer service costs. This enables the support teams to handle more issues with fewer resources, allowing them to focus on higher-value tasks.
• Proactive Issue Management: Our GenAI solution analyzes previous discussions to identify the root cause of issues. It recognizes patterns and trends across all communication channels, enhancing problem-solving capabilities. The solution automatically prioritizes issues based on urgency and severity, ensuring prompt responses.
• Predictive Insights and Customer Understanding: Our GenAI solution enables the development of predictive models to better understand customer behavior. It helps reveal customer needs and pain points, allowing organizations to offer tailored responses.

Results

• Accurate Responses: The chatbot replies to customer queries with more than 80% accuracy.
  
• Faster Response Times: The time taken by customer service agents to respond to queries has been significantly reduced, as the application scans through the document repository and curates responses by extracting and combining relevant content from multiple documents.
  
• Reduced Training Time: With changes in customer service staff, training time has been minimized. The tool not only responds to customer queries but also provides relevant documents where answers can be found, eliminating the need for agents to review all documents.
  
• Consistently Up-to-date Information: The application ensures that up-to-date information is presented by simply maintaining the knowledge base and keeping responses accurate and current.
• Enhanced Query Management for All Staff Levels: Even individuals with minimal knowledge of the client’s services can effectively manage customer queries, as the bot assists in retrieving responses from all relevant documents.

Power of Partnership

At Niveus, we believe that true innovation stems from strong, collaborative partnerships. Our expertise in GenAI and cloud solutions empowers businesses to achieve their goals with precision and efficiency. With years of experience across diverse industries, we understand the unique challenges businesses face. Our tailored solutions are designed to meet specific needs, ensuring seamless integration and maximum impact.

We harness the power of cutting-edge AI technologies, including NLP and machine learning, to deliver intelligent solutions that drive efficiency and enhance customer experience. Our AI-driven tools are designed to automate tasks, streamline operations, and provide actionable insights. Our approach goes beyond just providing a service; we work closely with our partners to co-create solutions that align with their vision and business objectives. We are committed to fostering long-term relationships that result in sustained success.

Niveus has a strong history of successful implementations, delivering transformative results for our clients. From improving customer service efficiency to enabling digital transformation, our solutions have consistently driven growth and innovation. We offer comprehensive support throughout the entire journey—from initial consultation and solution design to deployment and ongoing optimization. Our dedicated team ensures that you get the most out of your investment, adapting and evolving as your business needs change.