About the client
Fozzy is a fast-growing hosting company that meets the needs of everyone, from industry newcomers to experienced webmasters. Its affordable and robust web hosting solutions are in demand between individuals and any-sized business in the United States, Europe and Asia.
The range of the company’s services is diversified: domains, hosting, VPS, game servers, and website builder. The team unites experts from all over the globe. They use cutting-edge solutions and the most powerful servers. Their network performance is highest: capacity exceeds 4 Tbps, daily backups, SSD, Web server LiteSpeed, automatic vulnerability fix, and free SSL certificates.
The Challenge
Improving customer support service and increasing the department’s efficiency sooner or later stands before each company. At first, Fozzy tried to solve the problem by optimizing internal processes or shifting tasks. But in the long-run such measures didn’t give the desired results. The team leaned towards AI-driven solutions to enable limited tech support team to spread their time wisely, focusing on complex inquiries and leaving easier tasks to AI.
Igor Shabanov
Fozzy COO“We're aimed to provide custom solutions for meeting clients' needs that other companies can't do. Our team completes non-standard tasks, which require a forward-thinking approach. But with growth of requests, the burden on employees also increased. Managers had to answer the same questions manually several dozen times. This situation negatively affected the department's performance. So we chose to implement an AI-based chatbot to close simple and routine responses so the team can focus on real challenging cases.”
Eli Braginsky
Metadialog CEO“Fozzy hadn't used AI-based solutions before, choosing the manual approach in customer support. But their willingness to cooperate allowed us to implement the most appropriate solution to cover their business needs.”
The solution
Metadialog introduced the Generative AI technology, which can understand, interpret, and respond to clients’ textual messages and provide precious information about customer conversations. After processing the information users most often request, we formed the database for the bot’s training and working.
Our chatbot can easily be scaled up or down to meet the company’s needs or customer base. By analyzing sessions, Fozzy can gain valuable insight about customer preferences and behavior, identify areas of improvement and new opportunities and boost sales.
The workflow was divided into the following stages:
- Database preparation: Our team gathered and prepared all textual content, including articles, scripts, manuals, and FAQs, to feed the bot.
- Bot training to answer customer questions: we use templates to train the AI bot to give correct information on requests.
- Bot implementation into the current chat service: the main challenge was integrating a solution into the already existing service.
- Testing performance in a real environment with the Fozzy team. We determine the cases when it is necessary to forward the request to the manager and write down the scripts to answer the standard questions.
- Debugging and upgrading the system to give more relevant answers.
Eli Braginsky
Metadialog CEO“A seamless working system results from cooperation, clear targets, and innovations. Our developers followed the algorithm that has been repeatedly tested, autonomously solved the challenges, and quickly integrated the engine so that the Fozzy team could start work.”
Result
1600+ is the amount of bot's relevantly processed customer requests during the cooperation with Metadialog
x2 speed up the first response time
+28% of the fully satisfied clients
Additionally, the chatbot helped to save on hiring, management, and hr-processes, as its primary benefit is stable work without days off and vacations.
Igor Shabanov
Fozzy COO“We are satisfied with Metadialog's job. Now our customer support staff focuses on more important tasks while chatbot is quickly processing requests, reducing the waiting time. A great benefit is analytics for monitoring session results and effectiveness. Now we are adapting the product to the wider range of services and have plans to add functionality to boost our company.”
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