Managed Services through Microsoft AI Cloud Partnership
Our client, a rapidly growing e-commerce platform, struggled to manage an ever-increasing volume of customer service requests. Delayed response times and inaccuracies in ticket resolution were driving down customer satisfaction and revenue. InfoGlobalTech stepped in with a managed services approach, leveraging cutting-edge AI and Microsoft Cloud technologies to deliver scalable, efficient, and customer-focused solutions.
50%
Reduction in ticket resolution time through AI automation
70%
Automation of routine customer queries, freeing human agents for complex issues.
30%
Increase in CSAT scores due to faster, more accurate resolutions
A snapshot of our client's success
The Challenges
High ticket volume causing long response times.
| Manual processes were leading to inconsistent ticket resolutions | Lack of actionable insights from unstructured customer data . |
The Solution
Our Solution: Transformative Managed Services with AI and Microsoft Azure
Comprehensive Needs Assessment and Planning
We began with an in-depth analysis of the client’s customer service logs to identify recurring issues and patterns. A simultaneous audit of their IT infrastructure assessed cloud readiness and identified integration points with Microsoft Azure, ensuring a seamless deployment.
AI-Powered Chatbot for Routine Queries
Using Azure OpenAI Service, we implemented a GPT-based conversational AI chatbot that addressed up to 70% of routine customer queries with high accuracy. Multilingual support ensured global reach, while context-aware escalation seamlessly transferred complex issues to human agents when necessary, preserving the personal touch for critical interactions.
Advanced Automation with Cognitive Services
Azure Cognitive Services brought automation to the next level:
Text Analytics identified sentiment and prioritized urgent issues.
Language Understanding (LUIS) enhanced the AI’s comprehension of industry-specific terminology, improving relevance.
Form Recognizer automated data extraction from forms, streamlining processes like refunds and complaints.
Data-Driven Insights with Real-Time Analytics
Power BI dashboards provided real-time visibility into customer behavior, bottlenecks, and operational metrics. These insights enabled proactive issue resolution and continuous improvement of service strategies.
Scalable Azure Infrastructure for Peak Performance
The solution utilized Azure Kubernetes Service (AKS) for scaling chatbot operations during traffic surges and Azure Virtual Machines optimized for AI workloads, ensuring consistent performance under demanding conditions.
Integrated Training and Workflow Redesign
We trained the client’s team to maximize the potential of AI tools and redesigned workflows to integrate automation and human-assisted processes effectively. This ensured a seamless transition to the new model and empowered their staff to work more efficiently.
Impact
50% Faster Ticket Resolution
Automated processes reduced ticket resolution times by half, accelerating responses and improving operational efficiency.
30% Higher Customer Satisfaction
Faster resolutions and accurate responses led to a 30% increase in Customer Satisfaction (CSAT) scores, fostering trust and loyalty.
Streamlined Routine Queries
Automation managed 70% of routine queries, allowing human agents to focus on complex cases, leading to better resource allocation and higher service quality.
Proactive Issue Resolution
Real-time analytics empowered the client to proactively address customer pain points, staying ahead of expectations and continuously refining their services.
Scalability for Growth
With robust Azure architecture and managed services, the client is now equipped to handle increasing customer demands while maintaining high service standards.
Why InfoGlobalTech + Microsoft AI Cloud Partnership?
As a trusted partner in the Microsoft AI Cloud ecosystem, we had access to advanced tools, technical resources, and infrastructure to deliver this high-impact solution quickly and efficiently. The synergy between our expertise and Microsoft’s cutting-edge technology ensured measurable results for our client.
Contact InfoGlobalTech Today Discover how we can help you solve your business challenges with AI-driven solutions tailored to your needs.