• The company received over 200 inquiries daily via the website, phone, and messengers.

• • Operators couldn't respond on time
• • Requests were often duplicated
• • Clients waited up to 12 hours for replies
• • There was no unified system for collecting feedback after order completion

• • Unified omnichannel support system (integration with website, Viber, Telegram, Facebook)
• • AI assistant: automatically classifies requests and provides answers to typical inquiries (cost, repair status, working hours)
• • Automatic creation of tickets in CRM
• • Feedback collection via chatbot after service completion

• • Interviewing support managers (1 day)
• • Creation of request and response scenarios (based on historical data)
• • Training the AI model on the archive of inquiries
• • Connecting and testing integrations

• • Average response time decreased from 9 min to 1.5 min
• • 65% of inquiries are processed without human intervention
• • The number of complaints about response delays decreased by 78%
• • A database of typical questions has been formed, which is regularly updated