AI Chatbot for Internal & Customer Support
A support team with many repetitive questions and peak-hour loads was looking for 24/7 frontline support and faster responses without significantly increasing headcount. We implemented an AI assistant that handles standard inquiries and escalates complex ones to a human.
Project Goals
24/7 frontline for frequent questions.
Reduce agent workload by automating routine cases.
Clear escalation to human for complex/risky cases.
Reporting on key metrics (handoff, resolution, CSAT).
Our Approach
Structuring a Knowledge Base (FAQ/policies/procedures) and defining boundaries for when AI should escalate.
Integrating the chatbot with ticketing/CRM and added identification and context for personalized answers.
Setting up quality monitoring (example conversations, human review) and an improvement loop.
Added protective mechanisms: refuse when uncertain, forward to human, and log reasons.
Solution
- AI chatbot controlled by sources (knowledge base) and escalation rules.
- Integration with ticketing/CRM for better context.
- Reports on incoming topics, automation, and escalations.
- Templates for answers and communication tone.
Results
- Faster responses for standard questions and 24/7 coverage.
- Clearer distinction between routine cases and those requiring a human.
- Better visibility into volume, topics, and service quality.
FAQ
How many requests can the bot resolve?
Will it harm customer experience?
How is data protected?
Contact
Do you have a question or want to discuss a project? Write to us.