Enhancing Support Efficiency for a Global Payments Leader</spa
Addressing Budget Constraints and Scaling Challenges
Business context
A global payments and banking infrastructure leader, operating in 50 countries, faced several business challenges. These included a limited support budget, an inability to improve Net Promoter Score (NPS), a limited focus on automation, and a multitude of Level 0 (L0) queries that occupied significant time for support teams. Additionally, the organization struggled with scaling up during peak seasons, further impacting overall efficiency and service quality.
- Limited support budget
- Inability to improve NPS
- Limited automation focus
- Multitude of L0 queries taking time off support team
- Scaling up challenges during peak seasons
Algoleap Solution
Algoleap addressed the challenges faced by the global payments and banking infrastructure leader by implementing advanced GenAI-driven solutions. The approach included building out Standard Operating Procedures (SOP) and Known Error Databases (KEDB) using GenAI, piloting GenAI-driven chat for Level 0 (L0) queries to eliminate incidents, and developing Pareto and repeat incident resolution workflows. Additionally, problem tickets were assigned to engineering teams to ensure a reduction in incident volume.
- GenAI-driven SOP/KEDB build-out
- GenAI-driven chat pilot for L0 queries to eliminate incidents
- Developed Pareto and repeat incident resolution workflows
- Created problem tickets for engineering teams to ensure incident volume reduction
Business Impact
Algoleap’s solutions created significant business impact for the global payments and banking infrastructure leader. The GenAI chat moved from pilot to production, resulting in substantial improvements in efficiency and customer satisfaction. The build-out of the Known Error Database (KEDB) and updates to Standard Operating Procedures (SOP) contributed to a 15% monthly improvement in Net Promoter Score (NPS) and a 20% deflection or elimination of chat-based incidents.
- GenAI chat moved from pilot to production
- KEDB build-out and SOP updates
- 15% improvement in NPS monthly score
- 20% chat-based incident deflection/elimination
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