The challenge: fast and efficient support for a complex product range
When you have a wide range of high-tech machines and a customer base spread across dozens of countries (like this manufacturer), you know how important a well-functioning customer service is. Many companies therefore work with a layered support model to efficiently handle customer questions: first-line support answers general questions, second-line support focuses on technical issues, and third-line support—the most specialized layer—handles complex malfunctions that require in-depth expertise.
For our client, third-line support in particular turned out to be a bottleneck. Farmers depend on their machines, and waiting times of four to eight hours not only caused frustration but also disruptions in their operations and financial losses. The high volume of technical questions also put a lot of pressure on the specialized service teams, leading to inefficient processes and increasing costs.
To help customers worldwide faster and better, the manufacturer teamed up with Macaw to find an innovative solution. The result? An AI-powered chatbot, integrated with Azure OpenAI and Microsoft technologies, that answers customer questions more efficiently, streamlines support processes, and increases productivity.
The approach: AI as a smart assistant for technical support
Macaw started with an extensive analysis of the existing support processes and identified the most common and complex issues within third-line support. Based on these insights, an AI solution was developed that is specifically tailored to the technical terminology and information needs of both service teams and customers.
To provide the chatbot with relevant knowledge, it was trained with a wide range of data from various sources. This included ACD manuals, containing detailed technical instructions, and TopDesk tickets with open questions and answers previously handled by service employees. In addition, troubleshooting manuals were used that offer solutions for common malfunctions, as well as training and service manuals that contain in-depth technical knowledge. An important part of the approach was the focus on Root Cause Analysis, with which the chatbot supports service teams in diagnosing and solving malfunctions more quickly. This reduced the dependence on human support and ensured a more efficient workflow.
The solution: Conversational AI based on Azure OpenAI
Our chatbot uses advanced Natural Language Processing (NLP) and Machine Learning to accurately understand user questions and immediately provide relevant information. A selection of the bot’s benefits:
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Specific terminology recognition: The chatbot is trained to correctly interpret technical terms and industry jargon.
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Integration with Microsoft technologies: Full compatibility with Azure OpenAI and Azure Cognitive Services, ensuring scalability and security.
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Support for third-line support: Service employees can find the right information faster and solve complex issues more efficiently.
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User-friendly interface: Macaw developed a customized front-end, allowing employees to easily work with the chatbot and find relevant answers.
The result: faster support and more efficient processes
The implementation of the chatbot has delivered significant improvements:
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Shorter waiting times: Technical questions are answered faster, meaning customers don’t have to wait as long for support.
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Better deployment of service teams: Third-line experts can focus on the most complex issues, while the chatbot handles routine questions.
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More efficient workflows: The chatbot supports service employees with direct access to relevant documentation and previous cases, contributing to faster problem-solving.
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Continuous improvement: Thanks to Machine Learning, the chatbot becomes smarter and more accurate in answering questions.
Macaw: Your Guide in the Era of AI
For over 30 years, Macaw has been a pioneer in innovation and technology. As your guide in the Era of AI, we help organizations fully leverage the power of AI and digital transformation. We navigate our clients through the complexity of the digital age, so they can transform their organization, become future-proof, and gain a distinctive competitive advantage.
A successful AI strategy is about value creation and better customer interactions. When used smartly, AI makes information more accessible, increases efficiency, and improves the customer experience—while keeping your organization scalable and future-proof.
Want to discover what AI can mean for your organization?
Get in touch and let our experts advise you.
