Media & Publishing
Customer Service AI Agent
Client
Decooda
Industry
Science & Publishing
Services
Workflow Automation
Duration
Enterprise Grade
Executive Summary
Engineering resilience through Decooda's transformation.
The client needed to unify global customer touchpoints including web chats and support portals while reducing the operational overhead of contact center agents. CleaLeaff implemented a highly trained Customer Service AI Agent integrated directly with their CRM.
Unifying Customer Support
- Unify dozens of global customer touchpoints.
- Cut operational costs by reducing dependency on agents.
- Streamline inquiry handling and reduce agent transfers.
- Enhance self-service efficiency with centralized data.
Intelligent Agentic Systems
- Implemented Agentic AI integrated with CRM and Agent UI.
- Deployed multi-channel support (voice, webchat, messaging).
- Enabled AI-driven automation with native voice stack.
- Centralized interactions through a single intelligent agent.
Measurable Outcomes
Measurable Impact
45%
Chat Transfer Reduction
26%
Self-Service Increase
10%
Deflection Improvement
Scaling Support Effortlessly
The centralized intelligent agent significantly reduced transfers to human agents by 45% and increased customer self-service resolution by 26%. The solution ensured consistent service quality across all global websites.
Technical Stack
FlaskLangChainReactMUIRAGPythonVector DatabasesGemini
Core Disciplines
Customer ServiceAgentic AIAutomation
