Case Study: a leading US state and federal tax ISV company achieves faster customer query resolution with Persistent Systems' Conversational AI Teams BOT

Leading US State & Federal Tax ISV Company - Customer Case Study

Persistent Systems worked with a leading US state and federal tax ISV company that provides technology products and services for legal, bookkeeping, and HR/payroll tax professionals. The company needed to scale its operations to handle seasonal spikes in customer queries during peak tax periods, while reducing costs and overcoming the challenges of contract hires, scattered knowledge sources, and heavy reliance on in-house experts.

Persistent Systems implemented a conversational AI Teams BOT with a central knowledge repository and automated data pipeline on Azure Stack, using Azure OpenAI models, Azure Cognitive Search, and Azure Bot Service. The solution delivered about 80% faster turnaround in resolving customer queries, a 75% improvement in response quality, and around 40% cost savings, while keeping the knowledge base current in real time.