Case Study

How an AI Chatbot Reduced Customer Support Tickets by 87%

Services We Delivered

Chatbot

Industry

Accounting

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.

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