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CXP Labs Introduces 'Revealer' To Streamline Responses For Support Tickets

100%

Support tickets addressed by Revealer

10X

Increase in productivity

Challenge

CXP Labs, a global leader in Digital Transformation and Customer Support solutions, uses a customer support system for their extensive network of 500+ enterprise clients. Their efficient bots successfully managed ticket requests, minimizing manual inputs. In their relentless pursuit of pushing the boundaries of efficiency and excellence, they sought to leverage a Gen AI solution to further optimize their pre-existing ticketing process and free up the support workforce to address more creative and complex workflows.

Highlights

Automations

Revealers Gen AI seamlessly integrated into CXP Labs support workflow without disrupting their ecosystem, enhancing productivity and efficiency.

Email Support

Revealer achieved a remarkable 90% reduction in email support workload and resolves tickets 100% automatically, leading to quicker response times and higher customer satisfaction.

Virtual Assistant

Revealer maintained data privacy & security and served as a virtual assistant, generating responses, understanding messages, and escalating issues as and when required.

Smart Agents

With its API and 24x7 smart agents, Revealer offers continuous support across time zones.

This Is How Revealer Does It

Ticket Submission and Initial Response

Customers submit support tickets to CXP Labs, describing their issues. Their system processes the ticket and forwards the extracted message to Revealer API. With a rich knowledge base from diverse sources (PDFs, Office, JSON, HTML, XML, CommonMark, etc.), the API assesses the message and generates initial responses—acknowledgment, info, or detailed inquiries.

Iterative Conversations

During the conversation, customers share more details, queries, or clarifications. Using natural language processing and context, the API generates and emails responses directly to customers, efficiently resolving tickets without human intervention.

Issue Resolution and Escalation

Revealer provides initial and contextual responses by its API and escalates the tickets to a human agent if necessary. This human touch has seldom been necessary other than in edge-case scenarios.

Learning and Improvement

In this journey, Revealer learns from interactions and feedback, updating its knowledge for improved responses to customer inquiries. Moreover, Revealer's API, including a web crawler, continuously scans the website for the latest information, bolstering response accuracy and relevance.

Results

Key Achievements

✓ 100% automated ticket resolution

✓ 90% reduction in email support workload

✓ Optimized response time

Impact

✓ Freed agents for complex queries

✓ Enhanced customer satisfaction

✓ Improved workflow efficiency

“With a remarkable record of 100% automated ticket resolution and a 90% reduction in email support workload, the Revealer revolutionizes CXP Labs customer support. It optimizes response time, freeing agents for complex queries, while adeptly managing multiple conversations and adapting through user feedback.”