Leading Household Appliance Brand Partners with NeuraFlash to Achieve 79% Successful Answer Rate with GenAI Bot

In today’s competitive market, delivering exceptional customer service is crucial for maintaining brand loyalty and satisfaction. A prominent leader in the household appliance industry recognized this need and partnered with NeuraFlash to significantly elevate their contact center capabilities through the power of Generative AI (GenAI) with Amazon Bedrock, Amazon Connect, and Amazon Lex. This collaboration delivered outstanding results, achieving a 79% successful answer rate for FAQs, a 74% containment rate, and a 36% success rate for troubleshooting—significantly outperforming the 0% success rate of non-genAI bots.

The Challenge: Building a Future-Ready Customer Service Foundation

This household appliance company had several key objectives for their customer service operations:

1. Improving Deflection Rates: They sought to enhance their self-service capabilities to reduce the number of customer inquiries handled by human agents, ultimately lowering operational costs.
2. Increasing Accuracy and Resiliency: A solution was needed that could consistently deliver precise information across their expanding and evolving product line.
3. Creating a Path to Higher Self-Service Resolution Rates: Their goal was to empower more customers to resolve their issues independently, reducing the need for live agent support.

In addition, they wanted to implement an analytics framework to identify trends and product issues based on customer inquiries. This would not only refine their customer support, but also provide valuable insights for ongoing product development.

The Solution: Leveraging Generative AI for Superior Customer Support

NeuraFlash designed and implemented a solution tailored to the needs of this leading brand, utilizing the capabilities of GenAI and large language models (LLMs). The comprehensive system was created to:

• Enhance Customer Self-Service: Fast, accurate responses empower customers to resolve issues independently, reducing the need for live support.
• Ensure Consistency in Documentation: Standardized product information delivers uniform, reliable support across all channels.
• Improve Feedback to Engineering: Captures customer interactions to provide actionable insights for product refinement.
• Provide Leadership Analytics: Offers leadership valuable insights into customer trends and service effectiveness through a robust analytics framework

Leveraging Amazon Bedrock and the company’s extensive Knowledge Base, NeuraFlash also replaced their existing FAQ and troubleshooting functionality, consolidating all product-related resources into a seamless, resilient customer support experience.

The Impact: Transforming Customer Service with AI

The collaboration between NeuraFlash and this leading household appliance brand has delivered impressive results, setting a new standard for customer service:

• Achieved a 79% success rate for FAQs, drastically reducing human intervention.
• Empowered customers with a 74% containment rate, cutting costs and boosting satisfaction.
• Increased troubleshooting success to 36%, up from 0% with non-genAI bots.
• Enhanced brand reputation with 24/7 accurate support, driving customer loyalty.

Looking Ahead: Expanding the Partnership

NeuraFlash’s partnership with this household appliance leader marks the start of an exciting journey. The focus is on continuously integrating more AWS solutions to further streamline customer service, lower costs, and elevate the customer experience through cutting-edge self-service and case deflection.

NeuraFlash at a Glance:

NeuraFlash is a leading AWS and Salesforce partner, building AI-powered experiences that transform customer service. Our mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time ROI.