AI Chatbot for eLearning SaaS
Client
A SaaS eLearning platform wanted to automate their Customer support. We developed a chatbot that takes care of routine tasks and helps support specialists handle complex tickets.
- Location: USA
- Industry: eLearning
- Client since: 2024
Challenge
At the beginning of the school year, there are huge spikes in customer support workload. During summer, there’s little work for the support department. The client had to keep inflated staff year-round because it takes time to train the support specialists. They wanted a scalable solution, instead.
The platform encountered several support tickets:
Level 1 Support
The client had lots of routine inquiries, many came from users who needed basic guidance. Such tasks took too much time.
Level 2 Support
Complex cases without pre-scripted responses, often dealing with unexpected issues.
Requirements
Decrease case resolution time for both support levels.
Minimize escalation risks by providing comprehensive responses to customer queries.
Reduce training duration for support reps.
Develop a scalable solution that can handle a high query during peak times.
Solution
Here’s how we built the LLM-based chatbot:
Requirements Assessment
To find automation opportunities, we dived into the customer service workflow. We found the pain points and looked at the most common inquiries.
Deployment & Monitoring
We deployed the chatbot across the platform and integrated it into the customer service workflow. With user feedback, we continue to improve the model after launch.
Design & Development
We trained the model on platform manuals and real-life support inquiries. As a result, the chatbot can handle complex eLearning issues.
Level 1 Support. The chatbot takes care of routine questions. We automated the first line of support. When human input is needed, the model helps them with the answer.
Level 2 Support. Even in complex cases, the chatbot assists the support specialists. It guides them even when there are no scripted answers. This helps minimize escalation to the developers.
Team
- x1Data Scientist
- x1Back-end Developer
- x1Business Analyst
Results
Here’s how our client benefited from AI chatbot implementation:
No need to keep extra staff year-round just for the spikes in several months. The customers get instant assistance even in the highest spikes.
Drastically reduced resolution time for Level 1 and Level 2 support cases.
Faster training period for support staff.
24/7 support with instant assistance leads to reduced customer churn.
Minimized conflict escalation. The model generates detailed and contextually relevant answers, so there’s little risk of inadequate support responses.
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