Featured in Times of India: How AI + Human Expertise is Revolutionizing Telecalling
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The leading consumer electronics brand offers innovative products, including home appliances, personal gadgets, and entertainment systems. It operates a vast network of service centers nationwide, handling over 1 million monthly support interactions through voice, chat, and email.
However, as customer inquiries grew with their expanding customer base, product portfolio, and new city operations, maintaining excellent CX became crucial.
Tasked with scaling their support operations, they initially developed an in-house chatbot to handle customer conversations. However, the chatbot underperformed.
"Our agents were spending excessive time on routine Level 1 requests, from basic product setup to warranty inquiries, leaving limited bandwidth for complex issues that truly needed human expertise."
The in-house chatbot solution managed only 12-15% of total chat volumes, while manual handling of inquiries across platforms proved unsustainable, leading to rising agent attrition, increased hiring and training costs, and valuable agent time being consumed by basic troubleshooting and order status updates.
During sales events and peak seasons, support volumes fluctuated dramatically, making it challenging to maintain quality standards with temporary staff due to limited training time, while quick scaling requirements often compromised service consistency and resource allocation became increasingly complex during high-demand periods.
The manual processing of conversation data hindered insight extraction, making it difficult to identify systemic issues and improvement opportunities, while creating challenges in consistently measuring and improving key metrics and leaving a gap in understanding the true Voice of Customer across channels.
SquadStack implemented a comprehensive Human + AI hybrid support model that consisted of:
By deploying advanced AI chatbots and voice agents (Humanoid Agents) capable of resolving 30-35% of queries and handling 22-23% of voice interactions respectively, we expanded automation from 10-15% to 30-35% through new Gen AI capabilities while ensuring seamless escalation pathways for complex issues.
Leveraging AI-driven data gathering and verification, we automated accurate ticket creation for internal teams, achieved 100% accuracy in ticket routing and categorization, and eliminated the need for multiple follow-ups
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SquadStack analyzed historical and real-time conversations to identify recurring tickets, address knowledge gaps, and recommend improvements. VoC reports, enriched with conversation AI and ACPT analysis, provided actionable insights to align support efforts with customer expectations and enhance the overall experience.
"SquadStack has completely transformed our customer support operations. From cost efficiency to exceptional CX delivery, their solutions have been instrumental in achieving our goals."
SquadStack offers a future-ready platform that seamlessly blends human expertise with advanced AI to transform customer experience.
Our complete support stack is designed for unmatched efficiency, scalability, and customer satisfaction:
• Human Agents: Part-time, dedicated remote, and call-center-based teams with multilingual capabilities.
• Humanoid Agents: AI-driven, human-like conversations ensuring 24/7 peak performance.
• Voice of Customer Insights: Stakeholder-specific dashboards and continuous optimization aligned with business goals.
• Omnichannel Support: Seamless integration across calls, WhatsApp, social media, email, and SMS.
• End-to-End Campaign Management: Includes setup, tracking, and quality monitoring by a dedicated team of account managers, trainers, team leaders, center managers, data analysts, and QA specialists.
• Integrations: CRMs, ticketing systems, telephony, and custom integrations for smooth operations.
• Enterprise-Grade Security: PII masking, access control, and encrypted data flow for secure operations.
Join the growing list of businesses transforming their customer support with SquadStack.
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