Revolutionizing Customer Support: How Trilogy Automated 70% of Support Tickets with Voiceflow AI

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Revolutionizing Customer Support: How Trilogy Automated 70% of Support Tickets with Voiceflow AI

Streamlining Customer Support Operations

Trilogy, a company supporting global B2B and B2C businesses, faced the challenge of providing 24/7 support for 90 products. Traditional telecom products led to outages, especially during evenings, resulting in difficulty addressing support tickets. By integrating Voiceflow, they aimed to automate customer experiences efficiently.

Introduction to Voiceflow

Voiceflow provided a solution to automate support ticket resolution and answer complex customer inquiries for Trilogy's extensive product lineup. With the integration of Voiceflow, the team could streamline and scale their support systems, transforming their customer service operations.

Trilogy's AI Transformation

Trilogy's AI-first approach involved developing an AI agent named Atlas Core, which consolidated foundational elements for complex agents. This core agent allowed for quick scalability and feature addition to specific products while maintaining a sophisticated core structure that was continuously enhanced.

Enhancing Ticket Triage with AI

Using Voiceflow's vector database system and Knowledge Base API, Trilogy implemented Atlas Ticket, an AI agent specialized in analyzing and responding to user queries. By integrating with a knowledge base, the agent categorized and answered tickets effectively, deflecting simple inquiries and enhancing user experience.

Continuous Improvement in AI Responses

Trilogy's team focused on refining their knowledge base to enhance AI responses. By meticulously reviewing customer interactions and optimizing their knowledge base articles, they improved the AI agent's accuracy and ability to address user issues effectively, resulting in a seamless support experience.

Building User Trust in AI Support

To overcome user hesitancy towards AI-driven support, Trilogy ensured transparency by providing context in agent responses, including links to relevant resources. This approach built trust among users and led to increased acceptance of AI support solutions for addressing their queries.

Impact of Voiceflow Implementation

Following the adoption of Voiceflow, Trilogy witnessed a significant impact on their support operations. With a 35% AI resolution rate in the first week and 59% of tickets resolved by AI within 12 weeks, the company experienced a 70% AI resolution rate currently. Moreover, a 57% reduction in support hours allowed staff to focus on complex queries, enhancing overall operational efficiency.

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