Introduction
A large organization with a rising employee database faced a formidable challenge. As employees trickled each day into the company, the number of support tickets increased exponentially. How did they resolve all the queries without adding more to the backlog, which was already as huge as a mountain?The Challenge
The organization was Quess Corp – one of the largest private-sector employees in India services and also has an extensive global presence, which provided exceptional technology and business. As their employee count increased, so did the support tickets relating to KYC, Payslips, Background Checks, and whatnot. Within a short time, the ticket count exceeded what their staff could handle within a day resulting in a backlog that could never be resolved within a respectable time.The Solution
Seeking a better solution to reduce the pressure off their employee's shoulders, Quess Corp approached Cogniwide for a remarkable solution that could change their ticketing process and reduce the turnaround time within acceptable limits. Enter CogniAssist – the product that helped Quess Corp navigate through their backlog, resolve all the tickets, and ensure that most tickets are settled within the same day.
Quess Corp powered their AI-driven transformation with CogniAssists email assistant, WhatsApp assistant, Social Media assistant, and Chatbot. Additionally, the organization chose an on-premise installation and an enterprise edition to control the situations where they could implement the solution.
Why did they choose an on-premise installation as opposed to a more-prevalent cloud-based approach?
One, it gave them more power to add or remove the situations where they could use the solution as they wished, and two, as soon as their staff was trained in using the product, they could maintain the product by themselves without any external support.
What it does
As soon as Quess Corp receives a request from their employee, CogniAssist checks if the ticket can be resolved directly. If it is, then it responds to the query as well as a human, making sure that the ticket is closed very quickly. As most of the tickets are requests for information directly available in the database, CogniAssist checks the requests and responds with the appropriate data. Whats more – Cogniwide implemented the solution on their email channel, Freshdesk ticketing app, Whatsapp to simplify employee onboarding and a chatbot that works much like a ninja warrior – attacking a ticket successfully as soon as it is raised. The product is so powerful that it can identify the context behind the request even it is formulated with incorrect grammar or a mix of Indian languages and English and analyze the sentiment – much like a human. If the request is complex, CogniAssist alerts the appropriate person in the organizational hierarchy.
Additionally, Cogniwide helped Quess Corp implement an AI-powered strategy for their social media channels to ensure that no complaint went unaddressed due to human oversight on the web. CogniListen, a listening product, keeps track of all the comments related to Quess Corp on all the social media channels. Suppose there are complaints or any negative reviews. In that case, it immediately alerts the stakeholders to take the appropriate action and appease the negative sentiment before it grows out of hand – for all of us know that a single negative comment could destroy an organizations reputation.
Furthermore, Quess Corp also opted for CogniNaas, a set of Natural Language Processing API's that could be enabled or disabled for CogniAssist or CogniListen – a brain that could lend its NLP capability as the client wished.
The Results
With exceptional features in each channel and a reporting facility that can be configured for the benefit of the stakeholders, CogniAssist helped Quess Corp automate 70-80 percent of their tickets with a 500 percent decrease in query resolution time and 72% end-to-end query resolution with 65% automation.
The Way Ahead
Quess Corp plans to implement this solution for its entities outside India, as well. Also in the cards are expanding the offerings on all the channels – email, Freshdesk, Chatbot, and Whatsapp.
Click here to know more about how exactly an AI-powered brain resolved tickets and saved the day for Quess Corp.
