AI Knowledge Base

The challenge

• No central knowledge base holding information about the products.
• A great deal of searching, and no consistent answers.
• Long onboarding times for new staff; the knowledge is scattered across several people.

The solution

• A database built out of 3 years of e-mail traffic, with every customer question indexed.
• Statistics on response timing, first-time fix and subject (complaint, question, service, sale).
• Trend analyses, customer satisfaction measured on tone of voice, and draft answers for service mail.

What it delivered