AI-Powered Support & Automation for eServe - eServe Cloud

AI-Powered Support & Automation for eServe

Project Name
eServe Customer Support System

Project Scope

Knowledge bases, AI chatbots, virtual assistants, advanced ticket management, business process automation.

Duration
7+ years in operation

Client Background & Initial Challenges

Cisco’s existing support capabilities before project launch – Cisco wanted an omni channel, highly configurable chat solutions to deliver services to their 200,000 employees world wide.
Pain points: high support volume, manual workflows, scalability issue

Goals & KPIs

Improve customer service quality & user satisfaction
Automate workflows to reduce resolution times
Provide scalable, adaptive support platform
Highly scalable reporting, intelligent routing and Knowledge driven AI bots across multiple channels.

Solution Components

Knowledge base: centralized, searchable repository
AI-powered chatbots & virtual assistants: support via conversational AI
Advanced ticket management: tracking, assignment, escalation
Business process automation: workflow optimization & backend integration

Technical Architecture & Tools

Development Process
Methodology (e.g., Agile iterations)

Results & Impact

Reduced average resolution time - to

90

secs per ticket via AI Bots

Case deflection via self-service – achieved close

23-40 %

deflection rate

Scalability across seven years – total downtime of

10 mins over 7 years

Customer Benefits

Improved satisfaction and response times

24/7 support with multilingual capabilities

Flexible, evolving system meeting enterprise demands