Our customer service bot went from a 30% solve rate to over 80% in under a year

We put in a basic chatbot at my job about 18 months ago, and it was honestly a joke... it could only answer like three questions and just sent everyone to a human. Then we switched to a new system that uses a big language model, trained it on our entire help center and past tickets. The difference is crazy. It now handles most refund requests, tracks orders, and explains our policies without a person. The specific number that blew my mind was seeing the 'first contact resolution' rate jump from 30% to 82% in 11 months. Has anyone else seen a jump this big just from swapping the AI engine?

2 comments

2 Comments

felix_thomas7323d ago

Yeah, a buddy at a shipping company saw something similar... their old bot just made more work, but the new one with the better AI actually fixes things like address changes on its own. He said the team went from drowning in simple tickets to just handling the weird stuff.

dylan_green5823d ago

That part about going from drowning in tickets to just handling the weird stuff really hits home. I used to be totally against these bots, thought they just created more steps. But hearing your buddy's story, @felix_thomas73, makes a lot of sense. If the system is smart enough to actually fix the simple problems itself, that's a game changer. It frees people up to deal with the complicated messes that need a human brain. Changes my whole view on it.