How Manufacturing Major Saved $6000
per Week through
AI-Driven Chatbot

Executive Summary

From the last 15 years, the client is manufacturing high-quality printed circuit boards for the companies of all sizes. With 20000+ dealers and retailers across China, client manufactures standard PCBs, prototype PCBs, and Advanced PCBs. They have further diversified their offerings by providing turnkey PCB assembly services. A regular name in the list of top innovators of the current time, the client is currently operating in 12 countries.

Client Challenges

  • The company’s main challenge was online branding and they aimed to promote their brand through content marketing.
  • To capture the details of a large number of distributors and retailers, the client was using an in-house enterprise management system
  • The client also used it to keep an eye on manufactured PCBs
  • However, the existing system was old and designed as per the then requirements
  • It failed to incorporate the details of the growing network of distributors and retailers
  • This inefficiency resulted in –

  • Distributors and retailers started to contact the client more frequently for enquiring about account balance, shipment status, payment dates
  • The number of such calls went up to 500. In the past, it hovered around 200 - 300
  • Some dedicated and crucial resources were involved in only addressing the support issues, which upped the cost by 15%
  • Since client was spending more energy on resolving support issues rather than focusing on mission-critical tasks, productivity was reduced by 20-25%

Technology Stacks

  • SAP
  • Microsoft BOT Framework
  • Microsoft SQL Server
  • Azure Cloud

Our Solutions

  • The main pain point of the client was the increasing number of calls, as they were consuming a significant time of their critical resources
  • The client wanted to reduce the calls along with ensuring the increased information availability to distributors/retailers
  • Automating the support service was the most viable and feasible solution
  • We proposed and developed AIML based Chatbot solution (AMI)
  • The solution saw following implementations –

  • Microsoft LUIS framework used to develop Chatbot solution absorbed user inputs and identified intents and entities to be used by Chatbot
  • Azure hosted SQL Server with the UMLS Meta thesaurus queried the database using identified intents and entities
  • The backend component processed responses and guided interactions with the user, as well as acted as the middleman between the NLP and Database

Quantifiable Benefits

  • 80% increase in the support response rate
  • 60% reduction in the support call
  • Chatbot implementation reduced the support overhead cost to $6000 per week
  • 76% rise in overall productivity

About Futurism Technologies

Futurism believes communication between customer and company is the key success factor in any business relationship. If you wish to make an inquiry, or require information regarding our services, please get in touch with us.

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