Automated customer inquiry process
A large manufacturing company received numerous customer inquiries related to legal, HR, and procurement matters. Manually processing these inquiries was time-consuming, error-prone, and not scalable. By automating the process, the company was able to significantly improve efficiency, accuracy, and response speed.
1
Initial situation
The company managed customer inquiries manually:
Employees manually searched and extracted information from documents
The process was slow, error-prone and inefficient
Large amounts of data and complex requests further extended the processing time
2
challenges
Inefficiency: Delays due to high request load
Error susceptibility: Manual answers often led to inaccuracies
Limited access: Decentralized data made it difficult to obtain information
Lack of contextualization: Answers were not always tailored to the specific request
3
Our solution
scitus developed a customized AI-powered chatbot to automate the inquiry process, with the following features:
✅ Automated data processing and vector database for optimized search results
✅ Integration of an LLM (Large Language Model) for context-related answers
✅ Intuitive chat interface for an improved user experience
✅ Performance optimization through UAT (User Acceptance Testing) and iterative adjustments
4
Results & Benefits
4
Results & Benefits
📉 80% faster response times → Answers in under 5 seconds
🔍 85% accuracy in automated responses
💬 90% user satisfaction in the UAT test
💰 40% lower process costs