Issue:
The client, a SaaS and cloud-based remote work tools provider, aimed to enhance customer support by developing a multilingual chatbot to assist users across their wide range of products, catering to small and midsize businesses as well as enterprises.
Solution:
- Designed and developed a modern, multilingual chatbot for seamless user interaction.
- Trained the NLP model to comprehensively understand diverse user queries.
- Integrated Care for smooth customer support handoffs to live agents when needed.
- Implemented Salesforce integration to store chat history and create dedicated cases for each conversation.
- Assisted in connecting the client with Salesforce as a third-party CSM, involving custom coding for integration and case creation.
Impact:
- Enhanced automated response times and support efficiency for user queries.
- Reduced agent overheads through well-trained NLP capabilities.
Tools and Technologies :
- Flow.ai, Node.JS.
