50%
35%
Faster response times
Increase in customer satisfaction
Overview
A leading logistics SaaS company with over $250 million in revenue and a valuation exceeding $2 billion, managing customer service operations at scale posed significant challenges. Handling over 10,000 inquiries monthly with a team of 70 agents became inefficient and costly. To overcome these challenges, they leveraged AI solutions to revolutionize their customer service approach.
The Challenge
Managing a high volume of inquiries manually can be daunting. Common challenges include:
- High Ticket Volume
With thousands of tickets per month, support teams often struggle to maintain efficient workflows. - Delayed Response Times
Slow response times increase operational costs and negatively impact customer satisfaction. - Lack of Automation
Without automated solutions, agents become overwhelmed with routine queries. - Limited Focus on Complex Issues
The high volume of simple inquiries leaves little time for agents to address more complex problems that require human intervention. - Scalability Issues
The absence of efficient processes makes it difficult to scale operations without compromising service quality.
Through the automation of the time entry process, we transformed our operations—cutting manual effort by 93%, speeding up billing cycles, and virtually eliminating errors. This shift not only ensured faster, more accurate payroll but also boosted compliance and enhanced satisfaction for both administrators and healthcare practitioners.
The Wizr AI Solution: Smarter, Faster, and More Accurate
To optimize support processes, many companies are turning to AI-driven innovations. The implemented solutions typically include:
- AI Agent for Deflection
By deploying AI agents across multiple channels, such as web, mobile, Slack, and in-app platforms, companies can automate a significant portion of routine inquiries. This reduces the burden on human agents and ensures faster resolutions. - AI Assistant
This tool provides agents with real-time knowledge suggestions and automated summaries, enabling them to respond more effectively and accurately. - Control Room
Real-time insights into support trends and agent performance help identify bottlenecks and continuously improve service quality.
The Results
The impact of these AI solutions was transformative:
- 43% Deflection Rate: Routine inquiries were automated, freeing up agents to focus on more complex cases.
- 50% Faster Response Times: The AI assistant enabled quicker resolutions, significantly reducing response times and improving service speed.
- 35% Increase in Customer Satisfaction: By addressing complex issues more efficiently, Project44 enhanced their overall CSAT scores, demonstrating the effectiveness of their AI strategy.