Solve Email: Generative AI for Customer Support Automation
- Live product
- Enterprise Tech
- shawnpons
Description
Submission
Endorsement
The objective of the Solve Email project was to revolutionize customer support by creating a product that empowers teams to customize automated email responses, implement advanced email workflows, and integrate enterprise systems via APIs. The primary goal was to reduce support inquiries handled by live agents, decrease overall costs, and enhance end-user satisfaction by providing quick and accurate answers to queries.
Despite the hype around chatbots, email remains the top channel for customer support inquiries. As the initiative’s leader, I created the Solve Email product to help support teams customize automated email responses, improve productivity with advanced email workflows, and streamline conversational or event-based automation by integrating enterprise systems through APIs.
My primary goal was to reduce support inquiries handled by live agents, decrease overall costs, and improve end-user satisfaction by providing quick and accurate answers to their queries.
Implementing the Solve Email product resulted in a 60-90% reduction in support inquiries handled by live agents, reducing overall costs by $7-$12 per inquiry, and improved end-user satisfaction, leading to significant increases in CSAT scores.
The author has not requested endorsement for this project.
Disclaimer
Please do not share confidential information related to your employer.
Prowess does not encourage or support sharing of intellectual property owned by a 3rd party.
You may share your own work or a redacted version of a work project that does not disclose any proprietary information.