The Client
Escalon Services is a back-office services company, providing outsourced assistance in various domains that include Finance, HR, Taxes, Payroll, Benefits, Accounting, Insurance, and Recruitment. Being an INC5000 company and with a client base of 3000+ companies across 22 countries, they continue to grow at an unprecedented rate.
Challenges
Escalon Services faced delays and inefficiencies in providing custom reports to their customers, leading to a poor customer experience and client dissatisfaction.
- Customers had limited access to predefined reports and had to contact customer support for custom insights.
- The process involved emailing, raising tickets, or waiting on calls, resulting in high turnaround times.
- This led to delays in obtaining crucial financial data, causing frustration and increasing client churn.
Solution
To address this, Escalon partnered with Maruti Techlabs to develop an AI-based chatbot that handles dynamic customer queries efficiently.
- Implemented the WotNot Chatbot Platform with Dialogflow for secure and scalable data integration.
- Trained the chatbot using NLP to understand over 300 intents and 1500 utterances for accurate query handling.
- Integrated the chatbot with Escalon’s backend systems via APIs to pull and push relevant data seamlessly.
- Designed a smooth handover process to human agents for complex queries, ensuring a consistent customer experience.
- Extended the chatbot’s functionality to voice-based assistants like Alexa and Google Home for broader accessibility.
Results
The AI chatbot significantly enhanced the customer experience by providing instant, contextual information.
- Achieved an 87% decrease in daily inbound support tickets.
- Increased query resolution speed by 93.75%.
- Handled over 5,475,000 queries annually, saving 25,306 hours each year.
- Successfully integrated predictive analytics to retrieve data from multiple systems.
