Case Study: US Bottling Conglomerate boosts customer satisfaction with Acuvate's Generative AI ticket resolution

US Bottling Conglomerate Boosts Customer Satisfaction with Acuvate's Generative AI-powered Ticket Resolution

US Bottling Conglomerate, a major beverage bottling company, faced significant inefficiencies in its customer support. Their legacy, manual process for managing email queries led to frequent ticket misallocation, slow resolutions, and reduced agent productivity, threatening their customer satisfaction. To address this, they partnered with Acuvate to implement a Generative AI-powered solution to automate and streamline their ticket resolution workflows on the Oracle Cloud platform.

Acuvate integrated an advanced AI-driven system that automated the entire process. It used Generative AI and machine learning to accurately classify incoming emails and then employed RPA bots to handle requests and automatically generate comprehensive response emails. This solution from Acuvate dramatically reduced ticket misallocation by 80%, cut resolution time from hours to minutes, and tripled support staff productivity, resulting in a superior customer experience.