AI Automation | Case Study
Xceltech Solutions
Objective
Xceltech, a rapidly expanding IT service provider, struggled with managing customer support inquiries, service requests, and follow-up payments. The company was experiencing high volumes of support tickets, delayed responses, and a growing administrative workload. They needed a solution to automate routine customer interactions, streamline service requests, and provide an easier way for clients to make payments.
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Xceltech approached us to create an AI-powered system to address these inefficiencies while ensuring seamless communication through a platform their clients already used: WhatsApp.
We designed and implemented a custom AI agent using Voiceflow, which was integrated with WhatsApp to handle the following core tasks:
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Automated Customer Support
The AI agent was programmed to respond to common IT support queries, such as troubleshooting steps, software installation guides, and frequently asked questions. This enabled the company to handle inquiries quickly without waiting for human intervention, improving response time and user satisfaction.
Service Request Management
Clients could request IT services directly through WhatsApp by interacting with the AI agent. The agent would gather relevant information (e.g., issue type, urgency) and automatically log the request into the company's service management system, triggering the appropriate workflow and assigning technicians based on availability.
Payment Collection
After completing a service, the AI agent initiated a payment process, allowing clients to settle their invoices directly through WhatsApp using an integrated, secure payment gateway. This streamlined the payment process, making it more convenient for clients to pay promptly.
Solution | AI Automation with WhatsApp Integration
Results
Reduced Support Ticket Volume by 60%
The AI agent successfully handled common IT inquiries and service requests without human involvement, reducing the number of tickets that required manual intervention.
Faster Service Response Time
The automated system reduced response times for client inquiries and service requests from an average of 6 hours to just a few minutes, significantly improving customer satisfaction.
Simplified Payment Process
The integrated payment system through WhatsApp led to a 40% faster payment cycle, as clients could pay immediately after services were completed without waiting for follow-up reminders.
Operational Efficiency Gains:
Xceltech support team saved 50% of their time previously spent answering routine inquiries and processing payments, enabling them to focus on complex technical issues and strategic initiatives.