Transforming customer support with AI
- Audio and tech brand
- 2025-05-20
- UX writing, Generative AI
With a global presence in over 90 markets, this world-renowned audio and tech brand sets a high bar for customer experience. To maintain brand leadership and drive loyalty, they needed to ensure their support was fast, accessible, and consistently on-brand. We partnered with them to develop and launch a content-powered AI solution that transformed their support capabilities worldwide.
Challenge
The brand faced inconsistent quality across over 1,000 support pages. Support agents were overloaded with simple, frequent inquiries, creating a clear opportunity to streamline content and reduce operational costs.
Our approach
We developed an AI-powered chatbot for first-line support. A comprehensive content audit and customer research were performed to create a new, single source of truth. A coaching process was implemented to continuously analyze and improve the AI's performance.
Impact
The AI chatbot was launched worldwide, delivering immediate and significant results. It established a trusted knowledge base now used effectively by customers, the AI, and human agents. The solution improved SEO, readability, and brand voice, while dramatically increasing efficiency and maintaining customer satisfaction.
90%
Cost reduction per chat
58%
Case resolution without agent
+3K
Customer chats in the first month