Percept Case Studies MSG91 Enhances Customer Support with Percept AI Solution

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	MSG91 Enhances Customer Support with Percept AI Solution Percept

MSG91 Enhances Customer Support with Percept AI Solution

Percept

Technology Category	Sensors - Level Sensors
Applicable Industries	Automotive Mining
Use Cases	Time Sensitive Networking
Services	System Integration
Challenge	MSG91, a leading enterprise messaging solutions provider, was facing a significant challenge in managing customer support as they expanded internationally. The company was inundated with inquiries from users worldwide, and they lacked the capacity to provide 24/7 support. Furthermore, a large portion of these inquiries were repetitive questions, which diverted valuable manpower away from their primary goal of expanding into all modes of communication. This situation was not only hindering their expansion plans but also preventing them from effectively assisting every customer and website visitor. Read More
About Customer	MSG91 is a leading provider of enterprise messaging solutions. As the company began to scale internationally, they faced the challenge of managing an increasing volume of customer inquiries from users all over the world. The company's goal is to expand into all modes of communication, but the need to address repetitive customer queries was diverting resources away from this objective. The lack of 24/7 support capability was also a significant issue, as it prevented them from effectively assisting every customer and website visitor. Read More
Solution	To maintain their high standard of customer support, MSG91 sought a solution that wouldn't require extensive engineering resources. The introduction of Percept AI's solution marked a significant turning point for the company. The AI system was integrated into the website's live chat with ease, requiring just a few clicks to connect with the intercom channel. Within a week, the AI system had automatically mined the existing help center and support data to build up its knowledge level. The AI agent was capable of identifying complex cases and escalating them to the support team automatically. It also had self-evolving abilities, continuously learning from new data and deploying changes within a day or two. This allowed the support team to focus on critical or value-added cases. Read More Log in to view content
Contents

Technology Category

Sensors - Level Sensors

Applicable Industries

Automotive

Mining

Use Cases

Time Sensitive Networking

Services

System Integration

Challenge

MSG91, a leading enterprise messaging solutions provider, was facing a significant challenge in managing customer support as they expanded internationally. The company was inundated with inquiries from users worldwide, and they lacked the capacity to provide 24/7 support. Furthermore, a large portion of these inquiries were repetitive questions, which diverted valuable manpower away from their primary goal of expanding into all modes of communication. This situation was not only hindering their expansion plans but also preventing them from effectively assisting every customer and website visitor.

About Customer

MSG91 is a leading provider of enterprise messaging solutions. As the company began to scale internationally, they faced the challenge of managing an increasing volume of customer inquiries from users all over the world. The company's goal is to expand into all modes of communication, but the need to address repetitive customer queries was diverting resources away from this objective. The lack of 24/7 support capability was also a significant issue, as it prevented them from effectively assisting every customer and website visitor.

Solution

To maintain their high standard of customer support, MSG91 sought a solution that wouldn't require extensive engineering resources. The introduction of Percept AI's solution marked a significant turning point for the company. The AI system was integrated into the website's live chat with ease, requiring just a few clicks to connect with the intercom channel. Within a week, the AI system had automatically mined the existing help center and support data to build up its knowledge level. The AI agent was capable of identifying complex cases and escalating them to the support team automatically. It also had self-evolving abilities, continuously learning from new data and deploying changes within a day or two. This allowed the support team to focus on critical or value-added cases.

Impact #1	The implementation of Percept AI's solution has significantly improved MSG91's customer service. The AI system's ability to automatically resolve 36% of customer support cases has freed up the support team to focus on more complex or value-added cases. With a response time of less than 2 seconds, customer inquiries are addressed more quickly and efficiently. The system's 24/7 coverage ensures that no opportunities to engage with website visitors are missed. The company has also noticed a growth in the number of users since the implementation of the AI system, indicating improved customer satisfaction and engagement.

Impact #1

The implementation of Percept AI's solution has significantly improved MSG91's customer service. The AI system's ability to automatically resolve 36% of customer support cases has freed up the support team to focus on more complex or value-added cases. With a response time of less than 2 seconds, customer inquiries are addressed more quickly and efficiently. The system's 24/7 coverage ensures that no opportunities to engage with website visitors are missed. The company has also noticed a growth in the number of users since the implementation of the AI system, indicating improved customer satisfaction and engagement.

Benefit #1	36% of customer support cases are resolved automatically
Benefit #2	Response time reduced to less than 2 seconds
Benefit #3	Over 40,000 queries responded to automatically

Benefit #1

36% of customer support cases are resolved automatically

Benefit #2

Response time reduced to less than 2 seconds

Benefit #3

Over 40,000 queries responded to automatically

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Overview

MSG91 Enhances Customer Support with Percept AI Solution

Operational Impact

Quantitative Benefit