Automated Customer Inquiry Process
A large manufacturing company faced inefficiencies and high costs due to the manual handling of customer inquiries related to legal, HR, and procurement processes. By implementing scitus' custom AI-powered chatbot, the company achieved 80% faster response times, 85% accuracy in automated responses, and a 40% reduction in process costs
1
Initial Situation
The company managed customer inquiries manually:
-
Employees manually searched for and extracted information from documents
-
The process was slow, error-prone, and inefficient
-
Large data volumes and complex requests further increased processing time
2
Challenges
-
Inefficiency: Delays due to high inquiry volumes
-
Error-prone: Manual responses led to inaccuracies
-
Limited accessibility: Decentralized data made information retrieval difficult
-
Lack of contextual responses: Answers lacked relevance to specific inquiries
3
Our Solution
scitus developed a custom AI-powered chatbot to automate the inquiry process, featuring:
✅ Automated data processing and vector database for optimized search results
✅ LLM (Large Language Model) integration for context-aware responses
✅ Intuitive chat interface for an improved user experience
✅ Performance optimization through UAT (User Acceptance Testing) and iterative refinements
4
Results & Benefits
📉 80% faster response times → Answers delivered in under 5 seconds
🔍 85% accuracy in automated responses
💬 90% user satisfaction in UAT testing
💰 40% reduction in process costs