AI-Powered Customer Service Automation

Intelligent chatbot and automation system that handles 80% of customer inquiries without human intervention.

Overview

Developed an AI-powered customer service platform that uses natural language processing and machine learning to understand and respond to customer inquiries in both Arabic and English.

The system integrates with existing CRM and support ticketing systems, providing seamless escalation to human agents when needed.

Challenges

High volume of repetitive customer inquiries
Long wait times affecting customer satisfaction
Need for 24/7 support coverage
Bilingual support requirements

Our Solutions

Built custom NLP models for Arabic and English
Implemented intent recognition and entity extraction
Created intelligent routing and escalation system
Developed continuous learning pipeline

Results

Automated 80% of customer inquiries
Reduced response time from 4 hours to 30 seconds
Improved customer satisfaction by 35%
Saved $500K annually in support costs

"The AI system handles our customer inquiries better than we imagined. Our team can now focus on complex issues."

Sara Al-Balushi

Customer Experience Director

Project Details

Client

Telecom Oman

Industry

Telecommunications

Duration

10 months

Team Size

7 developers

Technologies Used

Python TensorFlow OpenAI FastAPI PostgreSQL Redis

Key Metrics

Automation 80%

Response 30 sec

Savings $500K/yr

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