AI Chatbot for Customer Support
Intelligent automation reducing response times and improving customer satisfaction
Overview
TelecomZim's customer support team was overwhelmed with repetitive inquiries about account balances, data bundles, and service activation. Long wait times were affecting customer satisfaction, and the company needed a scalable solution to handle growing customer base without proportionally increasing support staff.
Challenges
- High volume of repetitive customer inquiries (80% similar questions)
- Average customer wait time of 15 minutes during peak hours
- Limited support staff availability outside business hours
- Need for natural language understanding in both English and local languages
Our Solution
PamwayTech developed an intelligent AI chatbot using natural language processing and machine learning. The chatbot was trained on thousands of historical customer interactions and integrated with TelecomZim's existing CRM and billing systems. Our Custom Software Development approach ensured seamless integration with their current infrastructure, while our IT Support & Helpdesk team provided comprehensive training and ongoing maintenance.
Key Features
- Natural language processing supporting English and Shona
- Integration with billing system for real-time account information
- Automated responses for 50+ common customer inquiries
- Seamless handoff to human agents for complex issues
- 24/7 availability across web, mobile app, and WhatsApp
- Continuous learning from customer interactions
- Analytics dashboard tracking chatbot performance and customer satisfaction
Results
- 80% of customer inquiries resolved automatically without human intervention
- Average response time reduced from 15 minutes to under 30 seconds
- Customer satisfaction score increased from 3.2 to 4.5 out of 5
- Support team capacity freed up to handle complex technical issues
- Cost savings of $50,000 annually in support operations
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