.png)
The Challenge SIMO Faced
Skyroam(SIMO), a leading provider of communication services, was seeking to enhance its customer support capabilities and scale its team, given its limited bandwidth. SIMO wanted to enhance the customer experience by streamlining the process for receiving technical support, while also making it easier for team members to find the right answers quickly and efficiently.
The engineering team at SIMO lacked the internal resources and expertise to move beyond their concept to be able to develop a generative artificial intelligence (GenAI) solution. They needed a partner to not only help them with this journey but empower them to continue forward after the project is completed. Databricks, SIMO's cloud data platform provider, recommended Koantek because of their reputation for efficient, expert-driven data and AI solutions.
SIMO turned to Koantek hoping to bring their GenAI idea to life.
How Koantek Responded
The team worked closely with SIMO to understand their requirements, which included using open-source chat GPT technology to provide automated responses and integrating the system with SIMO's backend to trigger appropriate actions.
Koantek proposed a 8-week pilot project to build a “Knowledge Manager” Smart Chatbot on SIMO’s Zendesk system to improve customer engagement and support metrics.
Through an iterative process, Koantek built a framework that allowed SIMO's customer support team to modify questions and answers, ensuring accuracy and performance. The MVP was so successful that it led to an additional engagement to bring the full solution to production, increasing the scope of work together.
The Results
The AI-powered customer support solution was deployed internally, with SIMO's tier one and tier 3 support teams using the system. With over 20 people using the system internally, and the resource currently spreading across departments, SIMO was able to increase its team’s efficiency, integrate a slack interface to help different business partners access it, and overall improve the team’s response rate to technical support questions. The initial framework developed by Koantek equipped SIMO to run the GenAI system by themselves, giving them the foundation to grow it at the rate and level that they see fit for their business goals.
SIMO is now transitioning the process of rolling out the solution to its consumer base by the end of 2024, preparing for the volume of over 200,000 users accessing their new GenAI solution for customer support.
Conclusion
The success of the initial project has led SIMO to further expand the capabilities of the GenAI-powered customer support system, integrating it with more internal knowledge and making it accessible to other departments within the organization. SIMO and Koantek continue to collaborate, as they pursue a new ML initiative, demonstrating the strong partnership and trust built between the two companies.
