Case Study: Trane Residential reduces support emails by 66% with Inbenta

Trane Residential - Customer Case Study

The residential solutions division of Trane, a part of Ingersoll Rand, sought to enhance its customer service capabilities by decreasing high email support volume. They partnered with the vendor Inbenta to implement its natural language processing and semantic search technology to address this challenge.

Inbenta's solution involved creating a dynamic knowledge base and FAQ system that provided instant answers to customers as they typed their support emails. This implementation resulted in a dramatic and immediate reduction in support traffic. The vendor, Inbenta, reported that Trane observed a 66% decrease in incoming support emails on the very first day, allowing agents to focus on more complex inquiries and significantly improving answer speed.

Trane Residential

Toby Kelly

Knowledge Base Developer