25% Faster Support and Optimized Content Quality Boost Customer Satisfaction with Generative AI-Optimized Knowledge Repository

Overview

To boost customer satisfaction, a tech leader partnered with Aligned Automation to enhance their knowledge repository using Generative AI, addressing challenges like content redundancy and navigation issues. The solution streamlined content management with advanced search capabilities and natural language processing to merge similar content, reducing redundancy. This optimization resulted in 25% faster customer support, enhanced CSAT with quicker access to updated guides, and a 32% improvement in content quality by eliminating outdated documents, ensuring ongoing relevance and efficiency.

Real Entire Case Study

Challenges

The tech leader aimed to enhance customer support by providing support teams efficient access to the knowledge repository. They partnered with Aligned Automation for AI/ML expertise to optimize knowledge management and tackle the following challenges:

Content Redundancy: Excessive duplicate and outdated articles cluttered the repository.
Navigation Issues: Multiple paths to similar content created confusion and inefficiency.
Incomplete Information: Fragmented and outdated content impacted support efficiency and customer experience .

Value Delivered

Aligned Automation developed a solution to optimize knowledge repository by leveraging Generative AI to streamline content management, improve user experience, and maintain information relevance. The solution involved

Enhanced Search: Implemented automated search and review capabilities, utilizing tagging and scanning for easy navigation.
Content Generation and Merging: Leveraged natural language processing (NLP) with a powerful large language model (LLM) to enhance content creation and merge articles based on similarity scores, reducing redundancy.
Auditing and Continuous Optimization: Used version control and tracking for content audits, identifying outdated material and eliminating redundancies to ensure ongoing relevance.
User Feedback and Workflow Automation: Integrated feedback mechanisms for continuous improvement and implemented workflow automation for submission checks to detect duplicates.

Capabilities

Workflow Automation

Search and Review Automation

Version Control and Tracking

Natural Language Processing

About Client

$85 billion tech giant, known for its innovative products and services, excels in delivering cutting-edge solutions. To boost customer satisfaction, it created a knowledge repository with over 30,000 articles to help support engineers resolve issues and provide self-help resources

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