AI for your business. Part 1.

Support RAG chatbots.

Meet Hans, the Head of Customer Service at a telecommunications provider in Germany. Hans’s team struggled with the overwhelming volume of customer requests, leading to long wait times and dissatisfied customers. Quite pissed-off customers, to be precise. Not only did they leave bad comments, but they were also rude to service center workers, making them feel bitter and quit their jobs. The existing support chatbot was almost useless.

Management started to become unhappy with Hans, which could lead to unpleasant consequences. Luckily for Hans, an AI breakthrough happened recently, and a new generation of GPT models was introduced. Hans decided to implement a RAG support system, which had all the information the support team needed but without the necessity of switching between experts.

The results were fascinating. The new AI support system handled all informational inquiries from users and simple technical tasks like changing plans or adding new features to customers’ packages, which comprised more than half of all requests. Customers received quick service.

Since the workload on human support fell, the number of workers could be reduced, both reducing costs and improving the manageability of the team.

Management was happy, and Hans got a raise.

P.S. All similarities to Vodafone are accidental, though not entirely sure about the first part.

Want to know how the new generation of AI can help your business? Feel free to reach out and schedule a free consulting call with me.