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A leading lighting company automates customer support using Kore.ai Bots Platform
技术
- 分析与建模 - 自然语言处理 (NLP)
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 电子产品
用例
- 对话机器人
服务
- 软件设计与工程服务
挑战
The company was facing installation challenges for their first-of-its-kind Internet of things (IoT) enabled lighting solutions. Many customers needed help in setting up the bridge, while few of them had problems in installing the lights as they lack technical competence or can’t follow the instruction manual. Though the process for installation of the lights and bridge was pretty straight-forward, their call centers were inundated with repetitive service requests from clients. The problems were easily resolvable and mostly repetitive, but consumed large bandwidth of their agents leading to a huge pileup of service requests. To address this, the company wanted an intelligent virtual agent residing on its website and provide 24X7 assistance to the customers.
关于客户
The customer is a world leader in the development, manufacturing, and sales of innovative, energy efficient lighting products, systems, and services. For more than 125 years they have pioneered breakthroughs in lighting systems and has been the driving force for many innovations. With an employee strength of 32,000 people, the company is present in 70 countries, while their products, systems, and services are sold in around 180 countries.
解决方案
The company was looking for a vendor who could provide a one-stop solution for their internal as well as external customer needs. They zeroed in on Kore.ai after recommendations from multiple analysts backed by their experience with Fortune 500 companies, while being supported by a network of SI partners. To freeze the solutions blueprint, a week-long workshop was conducted. As the next step, the team at Kore.ai created demo mock bots customized as per the organization’s needs in a short span of time. The company was impressed with Kore.ai’s proactive attitude and the quality of its bots. They quickly froze the scope of work and signed up for bot configuration, development, and UI customization. Based on the customer’s need, Kore.ai built chatbots that help users with troubleshooting IoT lighting product related queries based on certain FAQs. The bot which is hosted on the website integrates seamlessly with company’s mobile app and contact center with simple one click navigation. The artificial intelligence-powered chatbots extract relevant information from multiple FAQs, respond to the installation-related queries, and guide users through the process of setting up the fixtures.
运营影响
数量效益
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