Apr 04, 2024
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Service categories
Service Lines
Mobile Development
Web Development
Domain focus
Consumer Products & Services
Programming language
HTML
SQL
Frameworks
jQuery
Subcategories
Mobile Development
Cross-platform
Challenge
1-Project Overview:
The project aimed to enhance Unilever's customer experience (CX) by introducing a ticketing system. Unilever's objectives included enhancing efficiency, refining resource allocation, and extracting insights from its wide-ranging product portfolio.
The solution involved developing a custom application.
(i) PHP: Server-side scripting language for backend.
(ii) Asterisk: for communication management
(iii ) MySQL: MySQL for data storage
(iV) Elasticsearch: , Elasticsearch for search and analytics data.
(V) HTML and JQuery: HTML/JQuery for the user interface
2-Project Challenges:
The project faced various challenges such as efficiently categorizing inquiries, optimizing ticket assignment, automating tasks, managing escalations.
1-Project Overview:
The project aimed to enhance Unilever's customer experience (CX) by introducing a ticketing system. Unilever's objectives included enhancing efficiency, refining resource allocation, and extracting insights from its wide-ranging product portfolio.
The solution involved developing a custom application.
(i) PHP: Server-side scripting language for backend.
(ii) Asterisk: for communication management
(iii ) MySQL: MySQL for data storage
(iV) Elasticsearch: , Elasticsearch for search and analytics data.
(V) HTML and JQuery: HTML/JQuery for the user interface
2-Project Challenges:
The project faced various challenges such as efficiently categorizing inquiries, optimizing ticket assignment, automating tasks, managing escalations.
Solution
The AI-powered ticketing system at Unilever led to significant enhancements in customer experience:
(i) Enhanced categorization: AI algorithms efficiently sorted inquiries, leading to faster and more accurate routing.
(ii) Optimized workflows: Automated ticket assignment improved resource allocation and response times.
(iii ) Reduced workload: Automation freed agents to handle complex cases and personalize interactions.
(iV) Proactive escalation management: Real-time monitoring and AI predictions expedited issue resolution.
The AI-powered ticketing system at Unilever led to significant enhancements in customer experience:
(i) Enhanced categorization: AI algorithms efficiently sorted inquiries, leading to faster and more accurate routing.
(ii) Optimized workflows: Automated ticket assignment improved resource allocation and response times.
(iii ) Reduced workload: Automation freed agents to handle complex cases and personalize interactions.
(iV) Proactive escalation management: Real-time monitoring and AI predictions expedited issue resolution.
Results
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.
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.