Discover how a top networking firm streamlined its product support, cutting escalation cases by 70% using AI-driven solutions. Leveraging operational expertise and AI engineering, iOPEX redefined support service efficiency.
About the Client
Headquartered in the USA, the client is a global provider of networking and communication services. They offer solutions in over 50 categories, each involving unique products and software with complex licensing models.
The Challenge
The client's support team faced difficulties during license renewals, generating about a million escalation tickets annually. This led to delays, inconsistent agent responses, and potential revenue loss.
iOPEX Solution
iOPEX deployed the GenAI solution via elevAIte, providing timely access to customer-centric licensing and entitlement data. This automation enabled faster ticket resolution and reduced the rise in escalation cases by 70%.
The Impact
The solution enhanced operational efficiency and improved customer satisfaction from 20% to 90%. Agents could now provide timely and accurate responses, ensuring compliance and consistency.
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