Case Study
AI Enablement in Customer Care
Mapping Customer Care Workflows for Impact
In his Rutgers doctoral research, Michael Branco analyzed 10 years of customer care workflows, categorizing them under the Balanced Scorecard (BSC) perspectives of Internal Process and Customer Perception.
Through this analysis, systemic inefficiencies were identified that negatively affected both satisfaction and efficiency. Partnering with Eleven Labs, Celeste AI built an AI-driven voice and chat bot solution tailored to these challenges.
Results
Customer sentiment improved by over 10%
Complex customer care cases reduced by 68%
Scaled virtual support operations with minimal additional cost
Unlocked new revenue potential through enhanced service capacity
Average Customer Sentiment Charted
Utilizing process mining on big data, we were able to measure the customer sentiment baseline and accurately measure the impact of AI solutions.
