100%
Support tickets are now addressed by Odin AI
10x
Increase in emails support productivity
2700+
per month
Support tickets resolved from 15+ locations across continents
Challenge
Automation Anywhere, a global leader in RPA solutions, uses a customer support system for their extensive network of 2000+ enterprise clients and over 100,000 users.
Their efficient bots successfully managed ticket requests, minimizing manual inputs. In their relentless pursuit of pushing the boundaries of efficiency and excellence, they sought to leverage a Gen AI solution to further optimize their pre-existing ticketing process and free up the support workforce to address more creative and complex workflows.
This Is How Odin Does It
Ticket Submission and Initial Response
Customers submit support tickets to Automation Anywhere, describing their issues. Their system processes the ticket and forwards the extracted message to Odin API. With a rich knowledge base from diverse sources (PDFs, Office, JSON, HTML, XML, CommonMark, etc.), the API assesses the message and generates initial responses—acknowledgment, info, or detailed inquiries.
Iterative Conversations:
During the conversation, customers share more details, queries, or clarifications. Using natural language processing and context, the API generates and emails responses directly to customers, efficiently resolving tickets without human intervention.
Issue Resolution and Escalation:
Odin provides initial and contextual responses by its API and escalates the tickets to a human agent if necessary. This human touch has seldom been necessary other than in edge-case scenarios.
Learning and Improvement
In this journey, Odin learns from interactions and feedback, updating its knowledge for improved responses to customer inquiries. Moreover, Odin's API, including a web crawler, continuously scans the website for the latest information, bolstering response accuracy and relevance.
Human-Agent Interaction
The collaborative effort between the API and human agent ensures that complex issues are handled effectively, combining the efficiency of automation with no or the least amount of human touch.
Data Analysis and Insights
The company gathers valuable data from interactions, identifying common issues and customer satisfaction levels. These insights are instrumental in enhancing customer support strategies and guiding product improvements.
Continuous Iteration and Enhanced Experience
The company continually refines the API's responses and workflows based on real-world usage, contributing to an enhanced customer experience. Customers receive timely, accurate, and helpful support, solidifying brand loyalty and customer satisfaction.
Results
With a remarkable record of 100% automated ticket resolution and a 90% reduction in email support workload, the Odin AI revolutionizes Automation Anywhere's customer support.
It optimizes response time, freeing agents for complex queries, while adeptly managing multiple conversations and adapting through user feedback.
