Challenge: This online solution company faced an increasing volume of customer inquiries through multiple support channels, such as email, phone, and social media. The sheer number of incoming requests overwhelmed their support team, leading to delays and impacting customer satisfaction. With many inquiries centered on similar topics, the team found it challenging to manage both simple and complex questions effectively, resulting in higher operational costs and reduced productivity.
Compounding this issue was the growing expectation among customers for quick, efficient support. As the team struggled to respond promptly, first-call resolution rates dropped, frustrating customers who sought immediate assistance.The company needed a scalable, cost-effective solution to handle repetitive inquiries, reduce operational pressure on agents, and enhance response times to improve customer experience.
Solution: Aisa-X stepped in with an AI-driven support solution that managed up to 40% of routine inquiries, allowing AlphaTech to offer seamless automation without losing the personal touch. Key features included self-service options and tailored AI responses, enabling customers to find support faster and reducing escalation rates significantly.
Implementation Phases
Deploy Aisa-X for Customer Support
Launch Aisa-X as a dedicated AI agent to handle customer support needs.
Train Aisa-X with Internal Resources
Utilize existing documentation and resources to train Aisa-X, ensuring it can accurately respond to customer inquiries.
Integrate with Existing Ticketing System
Connect Aisa-X with the current ticketing system to streamline tech support and issue resolution.
Connect to CRM for Sales Inquiries
Link Aisa-X to the CRM (Zoho CRM) to manage and track sales-related inquiries seamlessly.
Basic Ticket Resolution through API Integration
Set up API integrations for Aisa-X to authenticate and handle simple ticket resolutions autonomously.
Complex Query Resolution – In Progress
Advanced API integrations are underway to enable Aisa-X to address complex queries that require internal systems access.
Results: The impact was remarkable. The organization achieved a 55% reduction in support costs and Aisa-x handles around 43% of the tickets / chat inquiries fully now. We are in the process of training the AI Chat assistant to achieve 60% . Customer satisfaction surged by 33% as customers praised the speed and reliability of AI-powered responses. Aisa-Xโs contribution led to a 20% boost in first-call resolution rates, helping us exceed their service expectations.
- ๐ Cost Savings: 80% reduction in support costs
- ๐ Ticket Reduction: 25% decrease in ticket volumes
- ๐ Customer Satisfaction: 33% improvement
- ๐ First-Call Resolution: 20% increase using AI live chat assistant

ABOUT AUTHOR
Venkateshkumar S
Full-stack Developer
โStarted his professional career from an AI Startup, Venkatesh has vast experience in Artificial Intelligence and Full Stack Development. He loves to explore the innovation ecosystem and present technological advancements in simple words to his readers. Venkatesh is based in Madurai.โ