Novatek-Electro - implementation of AI agent (chatbot) in customer support
Goal
Optimize the customer support service, which operates in three languages, without increasing the number of support agents, by implementing an AI chatbot
Result
The AI chatbot was successfully implemented, significantly reducing the workload on support agents, increasing the speed of customer query processing, and improving service quality
Metrics
Increase in performance and productivity after the implementation of Agent AI
65%
Reduction in agent workload
Decrease in the number of queries directed to live agents
5Х
Increase in query response speed
Reduction in average response time from 10 minutes to 2 minutes
100%
24/7 Support Availability
Enabled round-the-clock customer support without additional staffing
15%
Improvement in customer satisfaction
Increase in the Net Promoter Score (NPS)
Integrations
Bitrix24 CRM
The chatbot was integrated with the system to automate customer communications through live chat and messengers
Google Sheet
Integration was implemented for real-time export of product data, ensuring the information remains up to date
Summary
The implementation of the AI chatbot enabled NOVATEK-ELECTRO to efficiently optimize its multilingual support service, reduce agent workload, provide 24/7 support, and improve key customer service metrics through well-planned integrations with CRM and Google Sheets
Interested in learning how an AI chatbot can optimize your customer support? Schedule a call with our experts today to explore tailored solutions for your business