AI automation transforming customer service operations
Faster Response
Customer Satisfaction
Ticket Automation
Implementation
Vertex Dynamics is a manufacturing company with a growing customer base that includes both B2B and B2C clients. Their customer service department was overwhelmed with inquiries, leading to long wait times and declining satisfaction scores.
They needed a solution that could handle routine inquiries automatically while ensuring complex issues reached human agents quickly.
Customers waited too long for basic inquiries
Repetitive queries consuming 60% of agent time
Customer satisfaction dropped to 68%
Hiring and training new agents couldn't keep pace with growth
Developed an intelligent chatbot trained on historical support data, product manuals, and FAQs. The bot handles order tracking, product information, and common troubleshooting with human-like conversations.
Implemented AI-based ticket classification that analyzes sentiment and complexity to route issues to the most appropriate agent or department, reducing escalations and resolution time.
Created an AI assistant that provides agents with suggested responses, relevant knowledge base articles, and customer history summaries, significantly reducing handling time.
Deployed analytics that predict customer needs based on behavior patterns, enabling proactive outreach before issues escalate.
Most inquiries now receive instant responses via AI
24-point increase in CSAT scores
Most routine inquiries resolved without human intervention
Team now focuses on high-value interactions
"The AI automation solutions NetCode implemented for our customer service department were game-changing. Response times improved by 85%, and customer satisfaction scores are at an all-time high. Best investment we've ever made."
Operations Director, Vertex Dynamics
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