AI-Driven Customer Support Transformation for a Global Consumer Appliances Leader
Client Overview
A leading global consumer brand known for designing, marketing, and distributing innovative household appliances across the categories of cooking, cleaning, and food preservation. Headquartered in North America, the company has a strong international presence and a reputation for developing high-performance, user-friendly products that simplify everyday life. With a growing customer base and a wide range of products, they aim to deliver seamless customer experiences while continuously driving innovation in home technology.
Reimagining Customer Support to Tackle Rising Queries and Technical Demands
To maintain their leadership in the competitive consumer appliance market, the client sought an intelligent, scalable solution to enhance service efficiency, extract actionable insights, and deliver superior customer experience
Automate Customer Support Across Product Lines
Implement a robust automation solution to handle product inquiries and technical support calls across multiple product categories.
Transcribe and Cleanse Customer Conversations
Accurate, noise-free transcription of customer service calls to improve analysis and enable downstream automation.
Evaluate Customer Service Quality
Leverage transcript analysis and customer feedback to assess the performance of support agents and identify areas for improvement.
Extract and Analyze Complex Product Documents
Process and extract insights from warranty forms, user manuals, and other technical documents to support intelligent responses to customer queries.
Indium Automates Customer Support with AI-Powered teX.ai and OpenAI Model Integration
To address these challenges, the client partnered with Indium to deploy a cutting-edge AI solution powered by the teX.ai accelerator and OpenAI’s GPT models. The integrated platform automated customer support processes while improving accuracy, efficiency, and user satisfaction:
AI-Driven Transcription & Noise Cancellation
Utilized teX.ai for high-accuracy, noiseless transcription of customer calls, enabling precise downstream analytics and real-time monitoring.
Text Summarization for Quick Insights
Implemented OpenAI’s GPT summarization capabilities to distill lengthy support interactions into concise, actionable summaries.
Contextual Understanding of Technical Documents
Developed a baseline model using GPT-3.5 Davinci to ingest and interpret complex product documents—such as warranties and user manuals—enabling the system to respond to diverse queries with high contextual relevance.
Customer Service BOT with Smart Routing & Sentiment Analysis
The AI-powered BOT handled product troubleshooting, detected customer sentiment, routed complex issues to agents, and automated warranty and service ticket processes.
Enhancing Customer Experience with AI-Driven Automation
97% Improvement in First Call Resolution (CSAT Score)
The AI-enabled system resolved a vast majority of queries during the first interaction, significantly boosting customer satisfaction.
>90% Reduction in Turnaround Time
Automation of inquiry handling and service ticket generation drastically reduced response and resolution times.
~85% Response Accuracy Across 90% of Inquiries
The solution demonstrated high accuracy in addressing customer questions across a wide range of products, minimizing the need for human intervention.
About Indium
Indium is an Al-driven digital engineering company that helps enterprises build, scale, and innovate with cutting-edge technology. We specialize in custom solutions, ensuring every engagement is tailored to business needs with a relentless customer-first approach. Our expertise spans Generative Al, Product Engineering, Intelligent Automation, Data & Al, Quality Engineering, and Gaming, delivering high-impact solutions that drive real business impact.
With 5,000+ associates globally, we partner with Fortune 500, Global 2000, and leading technology firms across Financial Services, Healthcare, Manufacturing, Retail, and Technology-driving impact in North America, India, the UK, Singapore, Australia, and Japan to keep businesses ahead in an Al-first world.
