Streamlining warranty support through a CustomGPT

Client Overview

The client is a Australian mid-sized provider of premium home and bathroom fixtures, specialising in high-quality tapware and accessories. They focus on delivering exceptional customer experiences through innovation and quality.

The Challenge

While the recent new knowledge base created resolved the issue of access to accurate information, the client needed an intelligent system to further automate technical and warranty support. Their goal was to provide accurate responses to complex queries earlier in the customer journey, ensuring consistency and reducing the reliance on human intervention.

"We wanted to empower our team with a tool that could handle complex queries while maintaining our high standards of customer service," stated the CEO.

The Solution

A CustomGPT model was developed and trained on the knowledge base and historical customer interactions. This AI solution was tailored to the client’s needs, providing precise responses to technical and warranty queries. The system delivered two solutions per query to maintain simplicity and relevance while adhering to the agreed project scope.

Key features included:

• Integration of a Standard Operating Procedure (SOP) for seamless adoption.
• Simplified update mechanisms to ensure ongoing alignment with company policies.

Results (Pending)

This work has been recently completed and initial feedback is positive. Once sufficient time has elapsed, we will aim to confirm:

• A measurable increase in first-response resolution rates and overall customer satisfaction.
• A reduction in employee workload, allowing the team to focus on strategic priorities.
• The successful establishment of CustomGPT as a scalable and efficient solution for ongoing customer service needs.

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