About the client
A leading BPO provider with a strong foothold in the Philippines has been delivering top-tier customer management solutions and innovative business process outsourcing services for over two decades.
The company offers a wide spectrum of highly customized solutions and services to a diverse clientele across telecommunications, utilities, public service, food, and finance sectors. A pioneer in the Philippine contact center industry, the company is a founding member of the local industry association.
Its core strength lies in the exceptional customer service skills of Filipino professionals and the ability to tailor business process solutions to meet specific client needs.
Existing Challenge:
Manual Email Management: The Client faces significant inefficiencies due to their current manual approach to handling over 300,000 customer emails each month. This labor-intensive process leads to slow response times, which negatively impacts overall customer service performance. The reliance on manual email processing limits their ability to respond promptly and accurately to customer inquiries, causing delays and potential dissatisfaction.solutions.
Consistency and Quality Control: Manual email processing is prone to human error and inconsistencies, leading to variations in the quality of responses. This can result in miscommunication, incomplete information, or errors in addressing customer concerns. The absence of a standardized approach to email management compromises the quality and reliability of their customer service, highlighting the need for an automated solution that ensures consistent and accurate responses.
Response Time and Customer Satisfaction: The delay in email response times due to manual processing affects customer satisfaction and can lead to a decline in client retention. Customers expect quick and efficient responses to their inquiries, and prolonged wait times can damage the company’s reputation. The need for a swift and reliable email management system is crucial to enhancing customer satisfaction and maintaining competitive advantage.
Solution
System Architecture: Design and implement a secure and scalable architecture on AWS Bedrock, ensuring robust performance and easy scalability to meet increasing demands.
API Endpoint Development: Develop the necessary API endpoints for seamless integration and interaction between the AI system and the existing infrastructure, enabling smooth data flow and communication.
Data Preparation & Integration: Preprocess the collected data to prepare it for AI training, ensuring high-quality input for model development.
Model Fine-Tuning: Refine the AI model on AWS Bedrock to accurately categorize and understand email intents. Continuous fine-tuning ensures the model adapts to evolving customer queries and maintains high performance.
Testing & Validation: Conduct rigorous testing to validate the system’s performance and accuracy. Ensure that the AI system meets business requirements and achieves an accuracy rate exceeding 70% in understanding customer email intent. This phase is crucial for identifying and rectifying any potential issues before full deployment.
Services used:
AWS Lambda
Amazon API Gateway
Amazon S3
Amazon Bedrock
Amazon Opensearch
Business Value:
Improved Customer Service Efficiency:
Faster Response Times: Automating email responses with AI significantly reduces the time taken to reply to customer inquiries, enhancing overall customer satisfaction and loyalty.
Consistency in Communication: The AI-generated responses ensure uniformity and accuracy in addressing repetitive queries, reducing the risk of human error and miscommunication.
Operational Efficiency:
Resource Optimization: By automating routine email responses, client can reallocate its workforce to focus on more complex and value-added tasks, improving overall productivity.
Scalability: The AWS Bedrock architecture supports seamless scalability, allowing client to handle increasing volumes of customer emails without a corresponding rise in operational costs.
Enhanced Accuracy and Reliability:
.
High Accuracy Rate: Achieving an accuracy rate exceeding 70% in understanding customer email intent ensures reliable and contextually appropriate responses, boosting customer trust
Client Retention and Acquisition: Improved customer service and operational efficiency contribute to higher client retention rates and attract new clients seeking reliable BPO services.
Outcome:
Improved Customer Service: Automating email responses with AI reduces average response times by up to 60%, significantly enhancing customer satisfaction and retention rates.
Operational Efficiency: The scalable AWS Bedrock infrastructure supports handling over 300,000 customer emails per month with ease, resulting in a 40% increase in productivity due to reduced manual processing.
Consistency and Accuracy: Achieving an accuracy rate exceeding 70% in understanding customer email intent ensures consistent, contextually relevant responses, leading to a 30% reduction in follow-up inquiries and miscommunications.
Resource Optimization: By reallocating human resources from routine email management to more complex tasks, Client sees a 25% increase in overall operational efficiency and workforce productivity.
Cost Savings: The automated system reduces labor costs associated with manual email processing by up to 50%, contributing to substantial annual savings.
