MSG91 Enhances Customer Support with Percept AI Solution
Technology Category
- Sensors - Level Sensors
Applicable Industries
- Automotive
- Mining
Use Cases
- Time Sensitive Networking
Services
- System Integration
About The Customer
MSG91 is a leading provider of enterprise messaging solutions. As the company began to scale internationally, they faced the challenge of managing an increasing volume of customer inquiries from users all over the world. The company's goal is to expand into all modes of communication, but the need to address repetitive customer queries was diverting resources away from this objective. The lack of 24/7 support capability was also a significant issue, as it prevented them from effectively assisting every customer and website visitor.
The Challenge
MSG91, a leading enterprise messaging solutions provider, was facing a significant challenge in managing customer support as they expanded internationally. The company was inundated with inquiries from users worldwide, and they lacked the capacity to provide 24/7 support. Furthermore, a large portion of these inquiries were repetitive questions, which diverted valuable manpower away from their primary goal of expanding into all modes of communication. This situation was not only hindering their expansion plans but also preventing them from effectively assisting every customer and website visitor.
The Solution
To maintain their high standard of customer support, MSG91 sought a solution that wouldn't require extensive engineering resources. The introduction of Percept AI's solution marked a significant turning point for the company. The AI system was integrated into the website's live chat with ease, requiring just a few clicks to connect with the intercom channel. Within a week, the AI system had automatically mined the existing help center and support data to build up its knowledge level. The AI agent was capable of identifying complex cases and escalating them to the support team automatically. It also had self-evolving abilities, continuously learning from new data and deploying changes within a day or two. This allowed the support team to focus on critical or value-added cases.
Operational Impact
Quantitative Benefit
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