The Challenge
The client’s customer support team was overwhelmed with repeated inquiries—course access, billing issues, scheduling questions—which resulted in long response times and high support costs. They were ready to scale but didn’t want to keep hiring more staff.
Our Approach
We deployed an AI assistant trained on their course database, policies, and FAQs. It was integrated with their website chat, help center, and support inbox, and could escalate more complex queries to human agents only when needed. Automation was also used for tagging, follow-up reminders, and daily performance summaries.
Key Features Implemented
- AI chatbot with 24/7 support coverage
- Auto-tagging and ticket classification via AI
- Response templates generated dynamically per user input
- Escalation system for unresolved or complex issues
- Admin dashboard for tracking bot performance and satisfaction
The Results
- 60% reduction in human support ticket volume
- 24/7 instant support availability across platforms
- Customer satisfaction score improved by 33%
- Monthly savings of over $5,000 in support staffing
Conclusion
With an AI-powered assistant in place, the client was able to grow without scaling their team. Their learners got instant answers, their staff focused on high-impact work, and their costs went down—all with zero compromise on quality.
