Key features implemented
AI-guided self-service troubleshooting
Mavenoid helps customers narrow down possible solutions fast with simple diagnostic questions.
Deep product analysis
Historic support data is used to identify common problems and areas best suited for automation.
CRM integration
Mavenoid leverages existing support center content and automatically creates tickets.
Smart escalation
Requests that need a human touch are automatically routed to the right person, along with the case history.
Solution:
Mavenoid Live Support as a seamless escalation option
Mavenoid Live Support was enabled for selected cities, providing a seamless escalation option from the self-service AI assistant to a live support agent. The agents now had the tools they needed to effectively and efficiently resolve customers’ issues, remotely.
Using Mavenoid’s AI self-service, support agents can see customers’ historical conversation data for context, simultaneously handle multiple conversations, and manage their chat queue and workload. In addition, Mavenoid’s AI learned from the live sessions and was able to provide actionable feedback that improved the self-service quality and increased resolution rates.
