A Leading US State & Federal Tax ISV that offers technology products and services for legal, bookkeeping and HR/payroll for tax professionals.
Client Challenge
- Scale ops team to match company growth while reducing cost
- Cyclic business nature, customer queries spike during peak taxation period leading to scalability issues
- Customer service representatives are hired contractually to keep up with demand spikes, leading to knowledge sharing issues
- Steep learning curve for contract hires, scattered knowledge repositories and reliance on in house experts affecting turn around
Persistent Solution
Central Knowledge Repository
Help answer customer queries from multiple repositories
Conversational AI Teams BOT
Intuitive interface for getting summarized answers to customer queries
Automated Data Pipeline
Real time knowledge base upgradation for accurate and up to date customer query responses
The Outcomes
~ 80% Faster Turn Around
in resolving customer queries
~ 75% Quality Improvement
in response to customer queries
~ 40% Cost Savings
in responding to customer queries
Technology Used
- Azure Stack
- Azure Open AI models Azure Cognitive Search
- Azure BOT Service
