Enhancing User Support with Matchbook AI's Intelligent Assistant

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Enhancing User Support with Matchbook AI's Intelligent Assistant

Introduction to Matchbook AI

Matchbook AI, based in El Segundo, California, is a SaaS platform that provides data intelligence solutions to assist companies in making informed decisions. Their platform integrates internal enterprise data systems with syndicated data from partners like Moody's, Dun & Bradstreet, Melissa, and Zoominfo. With customers ranging from mid-sized businesses to Fortune 500 companies such as Google, P&G, and Boeing, Matchbook AI is a trusted provider in the industry.

Challenges Faced by Matchbook Users

Matchbook's platform required customers' development teams to integrate using API keys, creating challenges for users who needed to access its features. Although Matchbook offered a help center with documentation and video resources, the process of finding relevant information could be time-consuming and not instantly accessible to all users, leading to potential delays in issue resolution.

Development of AI Assistant Solution

To address these challenges, Matchbook's CEO, Rushabh Mehta, partnered with Alltius to develop an AI assistant trained on their extensive help resources. The AI assistant was integrated into the platform via an on-brand widget, providing instant answers to 90-95% of user queries accurately. For cases where human support was necessary, a unique intent detection model was implemented to identify such scenarios and offer users the option to raise a ticket for further assistance.

Implementation and Results

The integration of the AI assistant streamlined Matchbook's user support process, reducing median wait times by 90% and enabling quick responses to up to 95% of user queries. This implementation resulted in a 20% bandwidth reduction for developers and agents, eliminated manual data entry in ticketing systems, and improved customer service efficiency by automating conversation summaries under the correct user records.

Future Plans and Innovations

Looking ahead, Matchbook aims to expand the capabilities of their AI assistant by implementing automatic transcription of support videos and providing personalized assistants for their downstream clients. This initiative marks a step towards assisting with data curation from various unstructured documents, enhancing user experiences and support capabilities for Matchbook's clients.

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