Case Study
High-tech
45%
Deflection of Routine Queries
40%
Increase in CSAT
Overview
A Fortune 500 high-tech firm, known for its innovation, faced increasing challenges in managing HR and IT support operations. With growing ticket volumes and a reliance on manual processes, the firm turned to Wizr Labs to AI driven build solutions to automate routine queries and enhance agent productivity. The AI-powered solution delivered impressive results, including a 45% reduction in routine inquiries and a 40% increase in customer satisfaction.
The Challenge: Rising Support Demands Stalling Efficiency
As the firm scaled its operations, its HR and IT support teams struggled to keep up with the increasing volume of internal and customer inquiries. Key pain points included:
Routine Query Overload
A significant portion of support tickets involved repetitive questions that consumed valuable agent time.
Limited Scalability
Handling increasing ticket volumes required additional resources, driving up costs without proportional returns.
Employee Dissatisfaction
Delayed resolutions and inefficient processes affected employee satisfaction and productivity.
The firm sought a solution to automate routine tasks, enabling their support teams to focus on more complex and value-added activities.
"By automating 45% of routine HR and IT support inquiries, we reduced response times, increased customer satisfaction by 40%, and empowered our teams to focus on higher-value tasks—improving efficiency and scalability."
The Wizr Labs Solution: AI-Driven Support Transformation
Wizr Labs collaborated with the firm to build and implement an AI-powered support system within their Salesforce Service Cloud platform. This innovative solution focused on two primary components:
AI-Powered Ticket Deflection
Wizr’s AI agents automated 45% of routine internal inquiries across web, mobile, and in-app messaging channels.
By addressing common queries instantly, the system reduced the need for agent intervention, freeing up resources for complex tasks.
AI-Driven Agent Assistance
Real-time knowledge suggestions provided by the AI assistant boosted agent productivity by delivering relevant information exactly when needed.
Streamlined workflows allowed agents to resolve tickets faster and with greater accuracy.
The Results: Significant Efficiency Gains and Employee Satisfaction
The implementation of Wizr Labs’ solution yielded substantial improvements in the firm’s support operations:
45% Ticket Deflection
Automation significantly reduced the volume of routine inquiries handled by human agents, cutting response times and improving efficiency.
40% Increase in CSAT
Employees reported higher satisfaction levels due to faster issue resolution and improved support experiences.
Scalable Operations
The AI solution enabled the firm to manage increasing ticket volumes without additional resource allocation, maintaining cost efficiency.
Strategic Focus
Support teams were able to redirect their efforts to high-priority tasks, driving greater impact across the organization.
Unlock the Potential of AI in Support Operations
This case study highlights the transformative impact of AI in streamlining support processes and enhancing customer satisfaction. If your organization faces similar challenges, let Wizr Labs design a tailored solution to meet your needs. Contact us today to explore the possibilities of Generative AI in your enterprise
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