Automated Customer Support System
Client: Enterprise Client
Role: AI Implementation Lead
Industry: Enterprise Automation
Deploy a chatbot that resolves Tier-1 support tickets and qualifies inbound sales leads.
Results
- Availability: 24/7
- Ticket Deflection: -40%
Methodology
- Map
- Design
- Integrate
- Deploy
- Refine
Strategy & Execution
- Conversational Design: Mapped user journeys to distinguish between support requests and sales intent.
- Knowledge Integration: Connected the LLM to the company knowledge base for accurate, hallucination-free responses.
- Smart Handoff: Programmed routing logic to transfer high-value prospects immediately to human agents.
What I Delivered
- User Journey Map: Documented support vs. sales intent pathways covering all major ticket categories and lead entry points.
- Intercom Fin Chatbot: Deployed and configured for Tier-1 ticket resolution, available 24/7 with no human dependency.
- Knowledge Base Integration: LLM connected to company documentation for accurate, hallucination-free responses.
- Smart Handoff Logic: Routing rules transferring high-value sales prospects immediately to human agents at the right moment.
- Ticket Deflection: Zendesk workflow integration achieving 40% reduction in human-handled tickets within 60 days of launch.
Tools & Technologies
- Intercom Fin
- Zendesk
- OpenAI API
- Python
All work and case studies → | About Rukesh →