TRANSPORT & LOGISTICS
Gen AI Powered Customer Service Automation for a Healthcare Transport Firm
The Challenge
Our client, a rapidly growing company, with 60% annual growth over three years and serving 5 million people, faced a surge in customer inquiries. To tackle this, they required an intelligent omnichannel customer service solution.
The Solution
We developed an interactive chatbot powered by Gen AI, efficiently handling 80% of end-user queries and requests. The platform seamlessly engages customers through diverse channels like web, mobile, WhatsApp, SMS, ensuring prompt inquiry handling and streamlined service order creation to enhance the overall customer experience.
Notable features included real-time insight generation for customers, simplified booking through text or voice input, and a significant reduction in the need for manual bookings.
The Results
- 24/7 instantaneous responses, minimizing wait times
- Human-like responses adapted to each customer’s unique needs
- Seamless transition to live agents for complex queries
- Reduced FTEs required at call centers and helpdesks
- Improved SLAs through swift and efficient query resolution
Technologies Used
AWS AMPLIFY
AWS-Sagemaker
AWS Elastic beanstalk
AWS Bedrock
AWS Kendra
AWS Lamba
Cloudwatch
AWS LEX
Impact by the NUMBERS
65%
reduction in customer service agent spend in Year 1
19%
improvement in first call resolution
