The IT services provider struggled to handle a growing volume of inquiries while maintaining a high standard of service. Poor call quality, agent performance, and service protocol adherence significantly impacted client satisfaction and retention.
To address these issues, the client sought to implement a Generative AI system that can generate personalized responses using the existing knowledge base, improving the efficiency of handling inquiries and ensuring timely, accurate responses within the required service level agreements (SLAs).
Learn how Synoptek’s GenAI services resulted in:
- Reduced response time by an average of 25 seconds per inquiry.
- A 75% success rate in managing client inquiries.
- Reduced the average number of prompts needed per inquiry to 1.3.
Customer: A leading Managed Service Provider
Profile: The client is a global provider of managed technology services dedicated to driving accelerated business outcomes through transformative solutions for mid-market enterprises.
Industry: IT Services
Services: Generative AI
