The primary challenge was to create a system that addressed the specific needs of Unilever’s diverse customer base and global operations. This involved:
a wide range of customer inquiries, encompassing various products and service needs.
by intelligently assigning tickets to relevant support teams based on expertise and workload.
such as initial inquiries and basic troubleshooting, freeing up human resources to handle complex cases.
to ensure timely resolution and avoid missed service level agreements (SLAs).
to continuously improve the experience and build trust and loyalty.
The implemented AI-powered ticketing system yielded significant improvements for Unilever’s customer experience:
Utilizing AI algorithms, the system efficiently categorized customer inquiries, enabling faster and more accurate routing to the appropriate support team.
Automated ticket assignment based on factors like expertise and workload distribution allowed for more efficient resource allocation and faster response times.
By automating repetitive tasks, the system freed up valuable time for customer service agents to focus on complex cases and personalized interactions.
Real-time monitoring of SLAs and AI-powered predictions helped identify potential escalation scenarios and expedite resolution.
Actively soliciting feedback allowed Unilever to identify areas for improvement and demonstrate their commitment to customer satisfaction.
Powerful data analytics provided valuable insights into customer trends, enabling data-driven decision making for further CX improvements.
The ticketing system has been a success for Unilever, leading to a more efficient, responsive, and data-driven customer experience. This project demonstrates how leveraging advanced technologies can empower businesses to enhance customer interactions, build trust, and achieve strategic goals.
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