From Support Tickets to Instant Answers
An AI chatbot automated finance queries, reduced support tickets, accelerated resolutions, and gave customers secure access to real-time account insights.
At a Glance
Our client needed to reduce reliance on support for finance and accounting queries. Maruti Techlabs built an AI chatbot that securely retrieved relevant information from backend systems and delivered contextual responses.
Industry
Accounting
Function
Customer Support
Solution
AI Chatbot
Engagement
Chatbot Development
The Client
Our client is a back-office services company providing outsourced Finance, HR, Taxes, Payroll, Benefits, Accounting, Insurance, and Recruitment services. Their customers use a SaaS platform to access reports across various back-office processes.
The Challenges
Limited Reporting Created Support Dependency
Customers could access standard reports through the platform, but needed support assistance for custom finance and accounting information.
Custom Reports Required Support
Customers could not access detailed or customized finance and accounting reports through the existing dashboard.
High Ticket Volume
Customers frequently emailed support teams or raised service desk tickets for additional information.
Phone Queues Delayed Assistance
Customers with urgent queries often had to wait for a customer service representative.
Slow Query Resolution
Manual handling increased first response and turnaround times for customer requests.
Support Delays Affected Experience
Longer wait times contributed to customer dissatisfaction and increased churn risk.
Give customers instant answers to finance and accounting queries.
Automate repetitive support requests with an AI chatbot that securely retrieves information from your business systems.
The Solution
Turning Customer Queries Into Self-Service
Maruti Techlabs developed an AI chatbot using WotNot and Dialogflow to understand customer queries, retrieve relevant information, and reduce dependency on support teams.
Embedded the chatbot within the authenticated Escalon SaaS dashboard to protect sensitive financial information.
Embedded the chatbot within the authenticated Escalon SaaS dashboard to protect sensitive financial information.
The Journey
Tickets to Self-Service
Business Outcomes
Faster Answers, Fewer Support Tickets
87% Fewer Support Tickets
Daily inbound support ticket volume decreased by 87%.
93.75% Faster Resolution
Query resolution speed increased by 93.75%.
5.4M+ Annual Queries
The chatbot answered more than 5,475,000 queries annually.
25,306 Hours Saved
Automation saves more than 25,306 hours annually.
Predictive Data Queries
Customers could ask questions requiring information from multiple systems, such as whether they had enough funds to process payroll.
Scalable Customer Support
The chatbot handled high volumes of repetitive queries without proportionally increasing manual support workload.
Conclusion
The AI chatbot enabled customers to get finance and accounting information directly through the platform, reducing support dependency and improving response times.
Tech Stack
Turn Repetitive Support Requests Into Self-Service
Give customers instant access to contextual answers while reducing support workload with AI-powered chatbot solutions.
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Frequently Asked Questions
The chatbot answered routine finance and accounting queries directly within the SaaS dashboard, allowing customers to retrieve information without raising tickets or contacting support.
The chatbot was available only to authenticated users within the Escalon SaaS platform, helping restrict access to financial information.
The chatbot used NLP, trained intents, and multiple utterances to identify variations of user queries while maintaining conversation context.
The chatbot could retrieve relevant accounting and finance information from QuickBooks based on the user's query and identified intent.
Queries outside the chatbot's trained capabilities were smoothly handed over to a human agent so customers could continue receiving support.