Project Overview

This project aimed to enhance Unilever’s customer experience (CX) by implementing a ticketing system. Unilever, a global leader in consumer goods, sought to improve efficiency, optimize resource allocation, and gain valuable insights to better meet customer needs across its diverse product portfolio.

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Technology we used

Project Challenge

The primary challenge was to create a system that addressed the specific needs of Unilever’s diverse customer base and global operations. This involved:

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Efficiently categorizing

a wide range of customer inquiries, encompassing various products and service needs.

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Optimizing workflow

by intelligently assigning tickets to relevant support teams based on expertise and workload.

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Automating repetitive tasks

such as initial inquiries and basic troubleshooting, freeing up human resources to handle complex cases.

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Proactive escalation management

to ensure timely resolution and avoid missed service level agreements (SLAs).

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Gathering customer feedback

to continuously improve the experience and build trust and loyalty.

Project Outcome

The implemented AI-powered ticketing system yielded significant improvements for Unilever’s customer experience:

1

Improved categorization

Utilizing AI algorithms, the system efficiently categorized customer inquiries, enabling faster and more accurate routing to the appropriate support team.

2

Optimized workflows

Automated ticket assignment based on factors like expertise and workload distribution allowed for more efficient resource allocation and faster response times.

3

Reduced workload

By automating repetitive tasks, the system freed up valuable time for customer service agents to focus on complex cases and personalized interactions.

4

Proactive escalation management

Real-time monitoring of SLAs and AI-powered predictions helped identify potential escalation scenarios and expedite resolution.

5

Solidified customer loyalty

Actively soliciting feedback allowed Unilever to identify areas for improvement and demonstrate their commitment to customer satisfaction.

6

Data-driven insights

Powerful data analytics provided valuable insights into customer trends, enabling data-driven decision making for further CX improvements.

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Project Conclusion

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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