Problem

Companies with a contact centre of 10 or more customer support or technical support operators have issues with excessive payrolls or uncontrolled payroll growth in case of rapid scaling, workload spikes, the need for emergency recruitment of operators, and failure to meet the SLAs for response speed and request handling.

In addition, large or distributed companies have resource-intensive internal processes: HR support, employee onboarding, project team support, etc.

Solution

We offer a self-learning AI-powered software suite that creates a unified knowledge base and keeps it current. With this system, up to 90% of queries can be resolved automatically without operator assistance.

The advantage of the solution is that it can automatically generate an up-to-date knowledge base on which the model is trained, which allows you to accelerate the implementation of the solution and reduce time-to-value.

Result:

• Reduction of payroll by up to 60% or preventing uncontrolled cost growth with rapid contact centre scaling
• Higher SLA compliance
• Freeing up costly resources to support internal processes

Implementation stages

DEMO

Solution demonstration, discussion of goals and objectives (1 to 3 days)

SCENARIO

Commercial evaluation of the required customizations or system training (1 to 3 days)

PILOT PROJECT

Pilot implementation of the solution, including the system training stage, if necessary (1 to 3 months)

Scaling

Scaling