Conversational Bot as User Support for Connected Devices
The Challenge
A global leader in consumer electronics needed a scalable and efficient way to provide first-level support to its commercial users. Their internet-connected devices required user onboarding, internet connectivity setup, and corporate-level configurations. Customers often needed assistance pairing devices with their accounts, leading to a high volume of support requests. The company sought to enhance user experience while reducing manual support efforts.
The Solution
With Yukawa, the company developed an AI-powered chatbot based on Large Language Model (LLM) frameworks, offering:
- Conversational First-Level Support: The chatbot guides users through onboarding, troubleshooting, and corporate-level configuration settings.
- Real-Time Device Insights: By accessing live usage data of the user’s device, the bot can diagnose connectivity issues and suggest precise solutions.
- Customizable AI Training: Admin users can train the chatbot with specific use cases, documentation, and even personalized messages from previous service requests to improve accuracy and relevance. Yukawa has provided a simple and user-friendly UI to allow the admins submitting qualified content to the LLM model.
The Result
- Faster Response Times: Users receive instant, AI-driven support without waiting for human intervention.
- Efficiency Savings: The automated system reduces the workload on human agents, cutting operational costs.
- Improved User Experience: Seamless support leads to higher customer satisfaction and increased product adoption.
- Higher Conversion Rates: A smooth onboarding and troubleshooting experience encourages long-term customer engagement.
By leveraging AI-driven chatbots, the company revolutionized its customer support operations, delivering personalized and data-driven assistance while achieving significant efficiency gains.