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.
Using the platform’s inbuilt dashboard, their customers could access reports pertaining to various back-office processes.
Since these reports were limited in their coverage, the customers had to separately reach out to the customer support team at Escalon to get an overview of metrics outside of these reports. Their customers couldn’t really drill down to a custom report, and often had to reach out to CS for additional details.
As a result, for any custom report needed, clients would have to either email it to the support team or raise service desk tickets or wait long queues on the phone until a customer service representative was assigned to them. Most of these queries were to view custom reports related to accounting/finance.
Seeing the need for a scalable solution, Escalon partnered with Maruti Techlabs to design an AI-based chatbot that would take dynamic queries from the customers, and immediately come back with a relevant, contextual piece of information from the database.
The bot development team at Maruti Techlabs came up with an end-to-end solution to tackle this massive customer experience problem.
We follow Agile, Lean, & DevOps best practices to create a superior prototype that brings your users’ ideas to fruition through collaboration & rapid execution. Our top priority is quick reaction time & accessibility.
We really want to be your extended team, so apart from the regular meetings, you can be sure that each of our team members is one phone call, email, or message away.
When building a chatbot, we keep dedicated business goals in mind to achieve seamless performance across channels along with optimum automation. A natural conversation flow ensures that client expectations are met for tone, tasks, implementation, and so on.