Case Study: a large mobility company boosts customer service efficiency with Exxeta's ChatGPT agent assist solution

How ChatGPT Enhances Customer Service

The large mobility company faced a challenge in its customer service center, where agents had to answer several million complex annual inquiries with only brief training. Partnering with Exxeta, the company sought to leverage a ChatGPT-based solution to reduce call times, improve resolution rates, and boost satisfaction.

Exxeta developed a proof of concept for an agent assist tool using a Modular Reasoning, Knowledge, and Language (MRKL) approach with ChatGPT. The system acted as a router to instantly search and summarize information from various internal knowledge bases, providing answers with source citations for agents. This solution was quantitatively evaluated through a bespoke framework to optimize its performance. The PoC successfully demonstrated the technological and economic viability of using ChatGPT to significantly enhance efficiency and knowledge for the mobility company's customer service agents.