The Customer Service Team processes customer complaints from Level 1 support, following defined procedures. They analyze CRM data to address queries or escalate them to the next service level.

/ 1. The Challenge /

Examine the historical data associated with each machine to thoroughly investigate and discern the underlying reasons for their failures.

/ 2. The Solution /

Implemented an advanced AI model that seamlessly integrates data from diverse sources pertaining to machine operations and historical failures.

This sophisticated model not only forecasts the timing of potential machine failures but also discerns the root causes behind these failures. By disseminating these predictive insights to the engineering team, it facilitates proactive actions to preemptively address issues before they manifest, thereby optimizing machine performance and minimizing downtime.

/ 3. The Result /

Reduce the occurrence of repetitive complaints.

Anticipate and address new complaints for each customer.

Implement intelligence to translate and categorize complaints provided in free-text format.