Industry Giant

Technology Company

Learn how one of the top three most valuable companies in the world uses Pryon RAG Suite to power a support chatbot for its massive consumer base, deflecting tens of thousands of questions annually and increasing customer lifetime value by $1.7M.

Industry

Technology

Use Case

Increase customer support efficiency, minimize wait times, and elevate customer satisfaction with Pryon RAG Suite and a custom chatbot UI

Problem

On a mission to enhance the customer experience with rapid responses for massive consumer base.

In customer service, efficiency and accuracy are paramount. One division of this global technology company serves a massive audience of over 20 million consumers who rely on their support site for answers.

Despite maintaining an extensive knowledge base with detailed articles, troubleshooting guides, and FAQs, customers struggled to navigate the thousands of self-service resources. Consequently, they often turned to the customer support team for assistance. During peak times, the company was overwhelmed with high query volumes, leading to long wait times for live support.

Support agents were inundated with low-tier tickets, many involving basic, repetitive questions that could have been resolved through self-service if the resources were easier to navigate. This diverted the support agents’ focus away from more complex and critical issues, resulting in inefficiencies and a poor customer experience. The result was not only reduced customer satisfaction but also strained operational efficiency and escalated costs.

Ingested Documents

2,200+

Document Types

Webpages, knowledge base articles, product manuals, and other documents

Data Types

Webpages, HTML, and text files

Data Sources

Google Drive

Usage

Live since 2022, ~6,000 queries per month

Solution

Partnering to deliver accurate, instant, and reliable answers, while upholding responsible AI standards.

The company implemented Pryon RAG Suite to transform their customer support operations through retrieval-augmented generation (RAG) technology.

Pryon RAG Suite ingested thousands of webpages, knowledge base articles, product manuals, and other documentation to build a robust content repository. This method ensures that users receive consistent and accurate responses based on a reliable source of truth. As new support content is updated or created, Pryon's continuous ingestion allows for real-time content updates, ensuring customers always have access to the most current information.

Pryon's Solution Engineers partnered with the company to implement a custom chatbot interface, allowing customers to effortlessly ask questions without leaving the company’s website.

Results

Pryon RAG Suite deflects 70,000+ questions annually and increases customer lifetime value by $1.7M.

Since implementing Pryon RAG Suite, the company has undergone a remarkable transformation in customer support, significantly reducing support loads and enhancing customer lifetime value.

Key Achievements Include:

• Deflecting over 70,000 low-tier inquiries annually
• Boosting customer lifetime value by $1.7 million
• 89% of delivered responses met the company’s internal quality standards
• 24/7 support with sub-second response times

Leveraging Pryon's cutting-edge RAG technology, this technology giant has transformed customer support operations.

The company now delivers faster, more accurate, and consistent responses to their extensive consumer base, even during peak periods. These advantages extend beyond operational efficiency, driving substantial financial gains and elevating customer satisfaction.