Yorph AI Revolutionizes Customer Support, Halving Resolution Times

Yorph AI

1 Witness

AI & Startups #AI #Customer Service #Automation #NLP #Machine Learning #Customer Experience #Support Efficiency

About

Yorph AI is a cutting-edge artificial intelligence platform designed to enhance customer service operations through advanced Natural Language Processing (NLP) and machine learning. It automates routine inquiries, provides agents with real-time insights, and enables intelligent self-service solutions, significantly improving efficiency and customer satisfaction. Its modular architecture allows seamless integration with existing CRM and support systems, making it a versatile tool for various industries looking to optimize their customer experience and operational workflows.

The Challenge

What went wrong

Globex Solutions, a rapidly expanding SaaS provider, faced escalating challenges in its customer support department. A 40% increase in monthly ticket volume over the past year led to:

Average resolution times exceeding 72 hours, causing customer frustration.
High agent burnout and attrition due to repetitive, low-complexity queries, leading to inconsistent service quality.
Inconsistent support responses across different agents, impacting customer trust and brand reputation.
A CSAT score decline by 15% in Q3, prompting urgent action to maintain customer loyalty and operational efficiency.

The existing manual processes were unsustainable, creating a bottleneck that hindered business growth and customer retention.

Solution Approach

How it was solved

To address Globex Solutions' critical support issues, Yorph AI implemented a phased solution tailored to their specific needs:

AI-Powered Chatbot Deployment: Yorph AI's intelligent chatbot was integrated onto Globex's website and mobile app to handle up to 60% of common customer queries through instant, accurate responses, available 24/7. This reduced the initial contact volume for human agents.
Agent Assist & Knowledge Base Integration: Yorph AI analyzed historical support data to create and maintain an intelligent, dynamic knowledge base. This system empowered human agents with real-time suggested answers, relevant articles, and customer context, significantly reducing research time per ticket.
Automated Ticket Routing & Prioritization: Leveraging advanced machine learning algorithms, Yorph AI automatically categorized and prioritized incoming tickets based on urgency and complexity, routing complex issues to the most qualified agents. This ensured efficient workload distribution and faster handling of critical cases.
Sentiment Analysis: Yorph AI's sentiment analysis capabilities were deployed to identify urgent or negative customer interactions early, allowing proactive intervention and personalized follow-up, transforming potential churn into loyalty.

The implementation included comprehensive training of Yorph AI on Globex's specific product documentation, FAQs, and customer interaction history for optimized performance and brand-consistent communication.

Results Achieved

Success Metrics

The deployment of Yorph AI yielded significant, measurable improvements for Globex Solutions within six months, directly impacting their operational efficiency and customer satisfaction:

55% Reduction in Average Resolution Time: Dropped from an average of 72 hours to just 32 hours, dramatically improving the customer experience and reducing wait times.
40% Decrease in Ticket Volume for Human Agents: Yorph AI's chatbot successfully resolved 65% of initial inquiries independently, freeing up agents to focus on more complex, high-value interactions.
18% Increase in Customer Satisfaction (CSAT): Rose from 78% to an impressive 92%, enhancing customer loyalty and strengthening brand reputation.
25% Improvement in Agent Productivity: Human agents became more efficient, handling a higher volume of complex tickets and reporting reduced burnout due to fewer repetitive tasks.
30% Cost Savings in operational expenses related to customer support staffing, overtime, and training.

These concrete results underscore Yorph AI's ability to drive operational excellence, elevate the customer experience, and deliver a substantial return on investment for businesses facing similar challenges.

Verified Testimonials

Real voices from people who witnessed this story firsthand

James Carter

👔 Head of Customer Success

🏢 Globex Solutions

As the Head of Customer Success at Globex Solutions, I can confidently say that partnering with Yorph AI has been one of the best decisions we’ve made in the past two years.

Before Yorph, our support team was drowning. Ticket volume had surged 40% year-over-year, average resolution times had ballooned past 72 hours, and our CSAT score dropped 15% in a single quarter – a clear red flag for customer churn. Agent burnout was at an all-time high because 60-70% of incoming tickets were repetitive, low-complexity questions that still required manual handling.

Within just six months of deploying Yorph AI’s full solution – the 24/7 intelligent chatbot, real-time Agent Assist, smart ticket routing, and sentiment analysis – everything changed dramatically.

Resolution times fell 55%, from 72 hours down to 32 hours. The chatbot now independently resolves 65% of inquiries on first contact, which has taken an enormous load off our human agents and reduced their ticket volume by 40%. Our agents can finally focus on complex, high-value issues instead of password resets and “how-to” questions. The dynamic knowledge base and suggested replies have made responses faster and far more consistent, and the sentiment analysis flags upset customers early so we can jump in proactively.

The numbers speak for themselves: CSAT climbed from 78% to 92% (an 18-point jump), agent productivity is up 25%, burnout has noticeably decreased, and we’ve achieved 30% cost savings in support operations.