Case Study: a large software company reduces customer support time with MAQ Software's machine learning solution

Large Software Company - Customer Case Study

The customer, a large software company, faced significant challenges in managing support requests for its partner portal. Their ten-person team was struggling to respond to 100 daily queries, and searching their manual text-file knowledge base for answers was slow and inefficient. MAQ Software was engaged to implement a machine learning solution to reduce response times and accelerate staff training.

MAQ Software developed and trained a machine learning model to categorize support requests and recommend solutions from a newly built knowledge base. After an initial data cleansing phase, the model achieved an over 80% success rate in providing relevant answers. This solution from MAQ Software led to a 20% reduction in the support ticket bounce rate, a 10% decrease in the time needed for new employee training, and enabled the active support request count to be reduced to nearly zero, providing faster service for 60,000 end users.