MANAGED IMPROVEMENT

AI Support Drives 40% CSAT into the 90s

HRIS provider started with a simple after‑hours chatbot answering FAQs from its knowledge base and opening tickets, but agents were still overwhelmed during the day and the bot’s customer satisfaction was stuck at just over 40%

Evolved the pilot into a complex multi‑agent orchestration that now runs 24/7, handling daytime deflection and full digital resolution paths across web and email.

Designed agents and flows to cover triage, dispatch decisions, multi‑level escalation, real‑time incident updates, case creation, and automated email answers, all grounded in the client’s existing data and processes.

MANAGED IMPROVEMENT

AI Support Drives 40% CSAT into the 90s

Evolved the pilot into a complex multi‑agent orchestration that now runs 24/7, handling daytime deflection and full digital resolution paths across web and email.

Designed agents and flows to cover triage, dispatch decisions, multi‑level escalation, real‑time incident updates, case creation, and automated email answers, all grounded in the client’s existing data and processes.

Achieved a 40% increase in deflection and lifted CSAT for all agents from just above 40% into the low 90s, with deflection rates over 40%

Switchbay Logic

MANAGED IMPROVEMENT

AI Support Drives 40% CSAT into the 90s

Evolved the pilot into a complex multi‑agent orchestration that now runs 24/7, handling daytime deflection and full digital resolution paths across web and email.

Designed agents and flows to cover triage, dispatch decisions, multi‑level escalation, real‑time incident updates, case creation, and automated email answers, all grounded in the client’s existing data and processes.

Achieved a 40% increase in deflection and lifted CSAT for all agents from just above 40% into the low 90s, with deflection rates over 40%

Digital Transformation: From Shared Calendars to Smart Crews

Switchbay Logic