As the Tier 2 Team Lead, I frequently heard from Tier 1 and Customer Support Representatives that many customer cases could be resolved by simply responding to a customer with one of our Knowledge Base articles. This was frustrating for my team, as it consumed a significant portion of their day.

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Realizing that our Knowledge Base was available on our Experience Cloud site, I wanted to understand why customers weren't utilizing it before opening a case. Through conversations with customers, I discovered that the sheer volume of articles made it difficult for them to find the right information, and the search tool was not delivering accurate results.

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I proposed to management the idea of designing an Einstein Chatbot to address this issue, and they approved. To ensure I had the necessary skills, I first obtained my AI Associate certification. Then, I began building the chatbot in our Sandbox environment. Within three months, we had a functional Einstein Chatbot that leveraged our Knowledge Base, and we deployed it to a test group of customers.

 

The impact was immediate: within just one month, we saw a 15% reduction in cases opened by the test group. Encouraged by these results, we rolled out the chatbot to all our customers. Six months later, we experienced a 35% reduction in overall case volume, allowing our team to focus on more complex issues. This project not only streamlined our support process but also significantly enhanced customer satisfaction and efficiency. As time progressed, I continued to add functionality to our Einstein Chatbot. Below is a video demonstrating some of the features used with Einstein Chatbot on an Experience Cloud site.