To ensure seamless customer interactions and support, Vaanster's servicedesk manages all incoming emails and calls, playing a pivotal role in the company's operations. The servicedesk acts as the primary point of contact for all ongoing projects, ensuring customer inquiries are addressed promptly and accurately. In a bid to enhance efficiency and improve customer service, Vaanster sought a cutting-edge solution to integrate generative AI into their servicedesk operations.

The Challenge

Before partnering with TECHLETES, Vaanster's servicedesk did not utilize AI technologies to streamline its operations. This resulted in several challenges:

• Inefficiency: Without AI, the servicedesk team manually handled a high volume of customer inquiries, which was time-consuming and prone to errors.
• Generic Responses: Existing AI solutions provided general responses that lacked the specificity needed to address Vaanster's unique operational requirements and customer queries.
• Operational Strain: The increasing volume of inquiries put a strain on the team, impacting response times and overall customer satisfaction.

The Solution

TECHLETES developed a custom integration of ChatGPT for Freshdesk, tailored specifically to Vaanster's needs. This solution revolutionized the servicedesk by embedding domain-specific knowledge and Vaanster-specific details into the AI system. Key features of the solution included:

• Automated Processes: The system automatically determines the subject and sentiment of incoming emails, creates summaries, drafts responses, and updates ticket fields.
• Domain-Specific Knowledge: The custom ChatGPT Assistant was enriched with knowledge about Vaanster's operations and common customer queries, enabling it to provide well-tailored and detailed responses.
• Multilingual Support: The integration supports multiple languages, catering to Vaanster's diverse customer base.

Implementation

The implementation followed an iterative approach, allowing continuous feedback and refinement of the working prototype. This agile methodology ensured that the solution evolved to meet Vaanster's dynamic requirements. Currently, the prototype is fully deployed, with ongoing efforts to explore further enhancements.

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Benefits

Since the implementation of the custom ChatGPT integration, Vaanster's servicedesk has experienced significant improvements:

• Increased Efficiency: The first response rate dropped by 7.5%, allowing the team to address customer inquiries more promptly.
• Enhanced Customer Satisfaction: The number of happy customers, as indicated by positive survey results, increased by 17%.
• Streamlined Operations: Automated ticket management and tailored responses have reduced the manual workload on the servicedesk team, enabling them to focus on more complex tasks.

Client Feedback

"TECHLETES has transformed our servicedesk operations with their custom ChatGPT integration. The solution not only increased our efficiency but also significantly improved customer satisfaction by providing timely and accurate responses to our clients."

Virginia Roelofs, Vaanster

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Conclusion

The collaboration between Vaanster and TECHLETES has significantly enhanced the efficiency and effectiveness of Vaanster's servicedesk. By integrating a custom ChatGPT solution, Vaanster can now deliver prompt, accurate, and tailored responses to customer inquiries, thereby improving overall service quality and operational efficiency. This innovative solution positions Vaanster for continued success in their mission to advance sustainable energy.

Ready to transform your servicedesk with AI-powered solutions? Contact us at info@techletes.ai to learn how we can help your business achieve its goals.

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