Client Profile

With thousands of service centers relying on their equipment every day, this US-based automotive equipment manufacturer faced growing pressure to deliver fast, reliable, and scalable customer support. Serving car dealerships, auto repair shops, and fleet service providers across North America, the company processes over 25,000 orders annually and maintains a monthly sales volume exceeding $10 million.

Their support team was overwhelmed by a steady stream of inquiries — from setup and usage guidance to order tracking and troubleshooting — with little automation in place to scale efficiently.

Support Landscape & Challenges

Monthly Support Volume :

2,500+ customer tickets

1,800+ inbound phone calls

600+ live chat interactions

Primary Challenges :

High Volume of Routine Inquiries

Service technicians frequently contacted support teams mid-task for troubleshooting steps or configuration help.

Manual Troubleshooting & Installation Support

Complex cases often involved digging through lengthy PDF manuals or relying on experienced agents.

Scattered Documentation

All product manuals and guides were stored as PDFs, not easily searchable.

Order Status Inquiries

Customers regularly asked about accessories and parts orders — causing avoidable call volume.

Inefficient Escalation Process

No structured workflow for routing or prioritizing support queries — escalations were done via internal chats or verbal handoffs.

The Solution : AI-Powered Chatbot for 24/7 Intelligent Support

To modernize their support operation, the company partnered with our AI team to build a standalone GPT-4 powered chatbot, leveraging Retrieval-Augmented Generation (RAG) for real-time support.

The chatbot was built to :

Provide instant answers from product manuals and internal knowledge, converted into vectorized embeddings from PDFs
Deliver real-time order tracking by connecting to the company’s internal order management system via secure APIs
Guide users through installation and troubleshooting flows, reducing dependency on agents
Escalate complex cases to human agents seamlessly when required

Implementation Journey

Phase 1 : Setup & Configuration

Langchain project with GPT-4 and OpenAI embeddings
Encrypted environment for API and database key management

Phase 2 : Document Vectorization

Ingested product manuals (PDFs) using PyPDFLoader
Chunked and vectorized content with OpenAI
Stored in FAISS vector database for high-speed document retrieval

Phase 3 : Intent Classification Engine

Accurately routed queries into categories : faq, installation, troubleshooting, order_status, small_talk, unknown
Achieved 92% classification accuracy in testing

Phase 4 : Response Handling

RAG module delivered accurate responses using document context
Real-time order tracking using secure API calls
Fallback logic routed complex or edge cases to live agents

Phase 5 : Multi-Turn Context

ConversationTokenBufferMemory enabled contextual, multi-step conversations
Users could follow up without repeating details

Phase 6 : Frontend Integration

Embedded lightweight React-based chatbot widget on the website
Custom-branded, with real-time streaming response UX

Phase 7 : Secure Deployment & Logging

Hosted on AWS (Docker)
End-to-end encryption and tokenized API access
Logged user inputs, intents, tools used, and final responses

Phase 8 : Optimization & Feedback Loop

Weekly logs reviewed to fine-tune prompts and expand the knowledge base
Chatbot flagged documentation gaps → updates shared with product and support teams

Impact & Results

Cost Savings & ROI

75% of all support queries now handled automatically
~1,875 tickets/month resolved without agent intervention
$37,500/month in support labor cost saved → $450,000+ annually

Speed & Efficiency Gains

Order tracking queries resolved in < 5 seconds
Troubleshooting time reduced by 50% on average
Escalations to human agents dropped by 35%

Operational Improvements

Support team productivity increased by 25%
Wait-time-related complaints reduced by 40%
Maintenance effort for manuals and FAQs cut by 50%

Before vs. After Snapshot

Metric	Before Chatbot	After Chatbot
Avg. Order Tracking Time	10–20 min	< 5 seconds
Monthly Human Tickets	2,500	625
Troubleshooting Resolution Time	30–90 min	15–45 min
Escalation Volume	High	Reduced by 35%
Agent Productivity	Overloaded	Improved by 25%

Tech Stack & Tools

OpenAI GPT-4 API

As a core LLM engine

Langchain

For LLM orchestration, retrieval logic, tool chaining

FAISS

Vector store for fast document retrieval

Python

Backend services for chatbot logic and APIs

React.js

For Lightweight, embeddable chatbot interface

Socket.IO / SSE

For real-time streaming answers

AWS (Docker)

For containerized microservices

PyPDFLoader

To Ingest PDF-based manuals

Customer & Agent Feedback

Our techs now get instant answers during repairs—without needing to wait on hold. It’s like having a virtual support engineer available 24/7.

Regional Service Manager

I got my question answered and tracked my part order in under a minute—faster than ever before.

Independent Garage Owner

Team Composition

Project Manager: 1
AI/ML Engineer: 1
Backend Developer: 1
Frontend Developer: 1
QA Engineer: 1
Content Specialist: 1

Testimonials

Our Slam Book

Tony Lehtimaki

DIRECTOR - AMEOS

Spain

Very professional, accurate and efficient team despite all the changes I had them do. I look forward to working with them again.

Antoine de Bausset

CEO - BEESPOKE

France

They are great at what they do. Very easy to communicate with and they came through faster than I hoped. They delivered everything I wanted and more! I will certainly use them again!

Vivek Singh

MARKETING & SALES HEAD - VARMORA

Gujarat

I really liked their attention to detail and their sheer will to do the job at hand as good as possible beyond professional boundaries.

Nimesh Patel

DIRECTOR - COVERTEK CERAMICA

Gujarat

Excellent work, and on time with all goals. Communication was very easy, and knowledge of work was excellent. Will be working with them on upcoming projects. I highly recommend.

Craig Zappa

DIRECTOR - ENA PARAMUS

United States

"I would like to recommend their name to one and all. No doubt" their web app development services cater to all needs.

Neil Lockwood

CO-FOUNDER - ESR

Australia

Aglowid is doing a great job in the field of web app development. I am truly satisfied with their quality of service.

Daphne Christoforidou

CEO - ELEMENTIA