Case Study: Encompass Supply Chain Solutions automates customer support with HappyRobot

Encompass Supply Chain Solutions handles 1,700 LG calls weekly with HappyRobot

Encompass Supply Chain Solutions, a major supplier of OEM appliance parts, faced a challenge handling a high volume of repetitive customer calls for part lookups and order status. These transactional inquiries required significant agent time, making it an unsustainable process as the company grew. To address this, Encompass partnered with HappyRobot to implement its Voice AI product for automation.

HappyRobot developed an AI phone agent that could accurately capture complex alphanumeric model numbers to provide real-time part information. Through deep collaboration and iterative refinement, the solution achieved exceptional reliability. The results were significant, with the system handling roughly 1,700 LG calls per week and resolving 60-70% without human intervention, allowing human agents to focus on more complex customer interactions.

Encompass Supply Chain Solutions