The client faced challenges due to the lack of a central source of process documentation and resolution steps resulting in an inconsistent experience for employees. Since the processes were handled manually by human agents, the wait time was long, and the lack of system integration led to loss in productivity and additional overhead for the agents. Business users also didn’t have access and visibility of the open incidents and past resolution history, in order to prioritize and draw insights.
AiDE Chat optimized processes, minimized manual intervention, and improved operational efficiency. The user interface underwent simplification for a more user-friendly experience. Revamped open incident management now promptly and accurately displays incidents under the user's profile, streamlining issue resolution. This led to increased productivity, enabling the human team to focus only on high priority items that need their attention.
Users now experience a more efficient workflow, with streamlined processes leading to quicker issue resolution. The accuracy of incident visibility has notably improved, contributing to a more responsive support system. The implementation of automated service requests has streamlined operations, reducing processing time and enhancing overall user satisfaction.
In this use case, we used components of AiDE Chat such as the conversational FAQ, process automation, training, continuous learning, agent assist, analytics and admin modules.
Support is now a Tech Feature
Your journey matters to us. Let us know the business impact you aim to achieve, and we'll help make it happen!