A chatbot for more efficiency in customer service
Chief Service Officer // microtech
Learn more about our success story with microtech
Read in our case study how, together with microtech, we relieved customer service with a chatbot and thus increased efficiency and employee and customer satisfaction.
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Find out more about the success story with microtech
Read in our case study how, together with microtech, we relieved customer service with a chatbot and thus increased efficiency and employee and customer satisfaction.
Please note: All case studies are available in German only.
Initial situation
As a leading ERP company, microtech focuses on tailor-made software solutions for small and medium-sized companies. Since the ERP system is extremely comprehensive, with numerous functionalities, customers often have questions about the product. These are handled by the dedicated customer support team, which takes a lot of time and resources. In order to increase efficiency and reduce costs, microtech is looking for an optimized customer service solution that automates part of the process.
Wide range of support requests
Customer service is also required beyond business hours
High personnel requirements and high costs
Our detailed approach
Data preparation
The RAG approach in Microsoft Azure is used for implementation. Two central data sources — 2,500 help pages and 160,000 support tickets — serve as a knowledge base. Sensitive data is anonymized using Named Entity Recognition (NER).
Development of a chatbot
The taod development team builds the chatbot on Azure AI Search and OpenAI GPT models. The hybrid search methodology combines vector search, semantic search, and keyword search to provide relevant answers.
Testing, optimization & quality assurance
In workshops, microtech employees provide technical know-how so that the quality of answers can be improved. In addition, a feedback function is integrated into the chatbot's user interface. During the test phase, this allows service employees to directly evaluate the chatbot's answers and submit suggestions for improvement.
Integration & live
After successful tests, the chatbot is integrated into microtech's customer portal. An API interface ensures a secure connection. Customers now benefit from instant, automated answers and an improved service experience.
Optimizing customer service through innovative AI solutions
By using employee resources more efficiently, customer service agents can now focus more on complex cases that require value-adding expert knowledge. This not only increases the quality of service delivery, but also improves employee job satisfaction as they are relieved of repetitive tasks. The company thus benefits from increased efficiency and is able to make better strategic use of its human resources.
We are looking forward to your request and are excited to see what you have in mind. With us, you'll be met with open ears, let's get started with your AI project right away. Just tell us what you need!
