Case Study: Mad Mobile achieves 91% customer service response accuracy with Provectus GenAI

Mad Mobile achieves 91% response accuracy with Provectus in six weeks

Mad Mobile, a provider of point-of-sale devices and mobile platforms for the hospitality industry, faced a challenge where its customer service representatives were spending significant time hunting through internal documentation to resolve support tickets. This process slowed down response times and impacted customer service. To address this, Mad Mobile partnered with vendor Provectus to implement an AI-assisted solution.

Provectus built a GenAI Customer Service Agent on Amazon Bedrock with Cohere embeddings. The solution featured a conversational UI integrated into Salesforce, allowing support reps to get fast, accurate assistance within their existing workflow. The results were highly successful, achieving a 91% response accuracy just six weeks after kickoff. This led to a 30% increase in correct responses, enabling reps to shift their time from searching documentation to having more meaningful customer conversations.

Mad Mobile