Revolutionizing Customer Support with Large Language Models (LLMs)

Client

A global e-commerce company experiencing rapid growth, leading to an overwhelming volume of customer support requests.

Challenge

The client encountered multiple challenges in their customer support operations, including high response times due to a large volume of inquiries, which led to inconsistent answers from human agents, causing customer dissatisfaction. Additionally, rising operational costs from scaling support teams and difficulty handling multilingual support across diverse regions further complicated their ability to provide effective customer service.

We implemented a custom Large Language Model (LLM)-powered customer support solution to address these challenges

AI-Powered Chatbot

Developed a chatbot using a fine-tuned LLM (e.g., GPT-based model) to handle common customer queries in real-time. Trained the model on the client’s historical support data to ensure accurate and context-aware responses.

Seamless Integration

Integrated the chatbot with the client’s existing CRM and ticketing systems for a unified support experience.

Multilingual Support

Enabled the chatbot to understand and respond in over 20 languages, catering to the client’s global customer base.

Human-AI Collaboration

Implemented a hybrid model where complex queries were escalated to human agents, with the LLM providing suggested responses to speed up resolution.

Results

  • 70% Reduction in Response Time: Customers received instant answers to their queries, improving satisfaction.
  • 40% Cost Savings: Reduced the need for additional support staff, saving $1.5M annually.
  • 95% Accuracy in Responses: The LLM delivered consistent and accurate answers, reducing customer complaints.
  • 24/7 Support: Enabled round-the-clock customer service without increasing operational costs.
  • Scalability: The solution seamlessly handled a 5x increase in support requests during peak seasons.

David Kamalesan,

Head of Customer Experience at Sara Naturals

Thanks to TensorLearners and their LLM-powered solution, our customer support operations have been transformed. The chatbot handles the majority of inquiries with incredible accuracy, and our team can now focus on more complex issues. It’s been a game-changer for our business and our customers.