Automating Customer Support with a GenAI Chatbot
Support teams shifted focus to complex requests while customers received faster, more consistent answers around the clock.
Challenge
The support team was overloaded with repetitive queries making up 60% of total tickets. With no unified knowledge base, average response times stretched to 3-5 hours, leading to inconsistent answers and rising support costs.
Solution
Datoin developed a domain-trained GenAI chatbot operating 24/7 across web, mobile, and helpdesk platforms. Trained on past support tickets and product documentation, it delivered instant responses with smart escalation to human agents for complex queries.
Impact
Support teams shifted focus to complex requests while customers received faster, more consistent answers around the clock.
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