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Customer Situation

One of our clients, a software company, wanted to make their customer support more efficient and move away from their slow rule-based and multiple hops to solution, thus enhancing their customer support experience.

Custom Requirement

With many customers reaching out for renewals, upgrades, malware reporting, operating instructions, and related queries by versions/years, they wanted to handle their requests efficiently and with minimal clicks. Our customer had a huge knowledge repository for searching and reaching out for the right material, and reaching out for agents was a cumbersome process.

Our Solution

Our team built a comprehensive custom solution using cognitive search with Bot front. The solution includes web scraping of the customer content and indexing. Once indexed, an NLP-based search bot quickly and efficiently provided the most appropriate solutions and handed off the customer calls to Agents based on the sentiment analysis of the chats.

Key Outcome

• Reduces customer support costs resulting in millions of dollars in savings.
• Enhanced customer satisfaction and experience.
• Improved renewal rates.

Customer Situation

A highly compliant Banking & Financial customer with social fronting had a massive surge in User Generated Content such as profile pic/image sharing. Being part of a highly compliant industry, our customer wanted to stay compliant.

Custom Requirement

Customer wanted a highly secure fast moderation solution for the “User Generated Content” on their website. The UGC is moderated for Arms, Ammunitions, Explicit Images, Gambling, Hate images. Also, the text images need to be parsed and moderated as well.

Our Solution

Our team built a comprehensive custom solution using Applied AI models to handle large volumes of requests (with the ability to scale up for spikes in requests). Provided a single point API which can handle requests for image moderation and text moderation. The underlying solution consisted of:

• Proprietary custom vision model
• Proprietary custom text analytical model
• Content moderation AI services

Key Outcome

• Customer ensured compliance all the time automatically.
• Reduced the review and approval process of user generated content from a few hours to a few seconds.
• Improved customer satisfaction and experience.

Customer Situation

Our e-commerce client sells products globally. They have a website and mobile app that customers use to purchase their products. Added new features to their website and mobile app to enhance the customer experience. However, this growth has resulted in increased traffic to their applications, leading to occasional downtime and slow response times.

Custom Requirement

Our client understood the importance of providing a seamless experience to their customers and the impact downtime can have on their revenue and reputation. However, they do not have the expertise or resources to handle SRE responsibilities in-house.

Our Solution

Our SRE team uses a proactive approach and employs various monitoring and alerting tools to identify and resolve issues before they impact customers. We also provide regular reports to our client’s management team detailing the performance of their applications and suggesting ways to improve it. The underlying solution consisted of:

• Vulnerability scanning
• Patch management and prioritization
• Communication and continuous monitoring

Key Outcome

• Our client experiences improved application performance, reduced downtime, and a better overall customer experience.

Customer Situation

Our client is into non-emergency ambulance support. The client needed to maintain reports on patients they transport. The client was providing hard copy sheets to the attendant/driver of the vehicle to do the reports and submit them to the office at the end of the day, which was later used for filing insurance claims. Paper not submitted or writing not being legitimate was always an issue for them.

Custom Requirement

Our client needed a solution by which this usage of paper for doing this report could be removed. Issues related to not submitting the sheet, delayed submission, or error in reporting needed to be removed so their filing process could be improved.

Our Solution

Our app development team came up with a solution of creating an Android/iOS app which could help the attendant in the vehicle to do the reports by just clicking and choosing to finish the reports as they transport the patients. Reports done live and submitted for billing through a web interface connected to the Mobile App.

Key Outcome

• Reports done live and submitted as soon as the trip gets completed.
• Errors and omissions in the reports dropped as now they don’t need to fill but to just select and click.
• Final document ePCR document generated was used for the filing.

Customer Situation

While the City has had many successes since their RPA deployment, the team is especially proud of a couple of specific challenges automation helped them overcome.

Custom Requirement

Our client needed a solution in its Utility Discount Program and Payroll Timesheet.

Our Solution

The application process shifted from call center support to a self-service online form that consolidated the data into disconnected Excel files, resulting in an instant backlog of 6200 applicants. Each of the city’s 48 departments was responsible for its own payroll and used to send manual emails to every employee or manager who forgot to submit or approve a timesheet on time. The team built a bot that downloaded reports for each department and sent unique emails to each employee with a missing or unapproved timesheet within minutes, saving 30+ hours per month.

Key Outcome

• Unattended bots worked through the front end of the process to eliminate the backlog and manual data entry plus research, and reduce wait times for application review and approval.
• The bots eliminated the backlog, and utility credits were extended to nearly 2900.