Case Study

Customer Support for Digital Technology

After Hours / Out of Hours Helpdesk through Agentic AI to understand the issue, prioritise the task and escalate with a warm transfer to a human if required.

  • 1. The Business
  • 2. The Challenge
  • 3. The Solution
  • 4. The Benefits

AI SCAPE provided an Out of Hours Customer Support Agentic AI agent that is able to answer calls 24/7, troubleshoot common technical issues, raise a ticket into their service platform and then escalate to the engineer on-call if required.

The Agentic AI is provided a knowledge base of information which can be updated and the prompt is built to ensure guardrails for accurate information. There client is also able to control and manage the Voice AI accent.

 

 

1. The Business

A a global digital signage technology company providing cloud-based digital display software, hardware media players, and AI-powered content creation tools designed for businesses.

2. The Challenge

Providing technical support outside ‘business hours’ for customers who needed:

  • FAQs for product and technology information
  • The ability to automatically raise a service ticket
  • The ability to have their issue escalated when urgent prioritisation was required

3. The Solution

4. The Benefits

24/7 Customer Support

All after-hours support calls answered with real-time SMS escalation to on-call engineer with context of P1 issues

Automated Ticketing

Automated triage and ticket creation with details also shared with the customer

>70% issues resolved by AI Simple technical triage handled by AI agent successfully using the in-built Knowledge Base.

Secure & Compliant

  • ISO 27001 Certified
  • Penetration Tested
  • AI that is Hosted, processed and stored in Australia