Manufacturing and technology companies receive a high volume of daily requests from distributors and end customers. These inquiries range from product information to requests for technical manuals and multilingual support. However, manually handling these processes slows down operations and limits service quality. To tackle this challenge, an AI-driven customer request management system was developed, capable of automating workflows and improving support team productivity.
The main difficulties faced by companies in the sector included:
• High workload for support teams, struggling to manage increasing request volumes.
• Slow and inconsistent responses, making it difficult for customers to find the information they need quickly.
• Complex language management, requiring support for users across multiple countries.
• Lack of customer insights, limiting improvements in products and services.
An innovative solution was needed to optimize these processes and ensure scalable and efficient service.
The AI-driven customer request management system introduced an automated and intelligent workflow, offering the following benefits:
• Operational Efficiency: Automates request handling, reducing the workload of support teams.
• Scalability: Manages a growing number of requests without requiring rapid team expansion.
• Service Improvement: Provides fast and accurate responses in multiple languages, optimizing user experience.
• Strategic Insights: Analyzes request data to offer valuable information on products and services.
The system implementation has delivered significant benefits:
• 60% reduction in average response time, improving customer support efficiency.
• 40% decrease in manual workload, allowing teams to focus on higher-value tasks.
• Expansion of multilingual support, with precise and consistent automated responses across multiple countries.
• Better understanding of customer needs, thanks to request analysis that optimizes products and services.
