Kipps.AI leveraging RAG and LLMs to deliver a WhatsApp-based customer support agent handling installation, repair and maintenance for an appliance manufacturer
Objective
To build a generative AI-based solution that enables customers to raise requests for installation, demos, repairs, and maintenance of appliances such as ACs, geysers, washing machines, TVs, and more.
Requirement
An Indian appliance manufacturer needed a solution integrated with its existing ticket management system for its customers to request installation, demos, repairs, and maintenance. Due to delayed customer support, the company was experiencing lower installation and repair revenue responses, a lower NPS, and negative feedback on after-sales service.
Solution
Kipps.AI analyzed the post-sales customer journey of a typical appliance buyer. Through market research on the user persona, it identified WhatsApp as the ideal platform for delivering generative AI-enabled customer support. Kipps.AI implemented a chatbot on WhatsApp, allowing users to request product installation, repairs, maintenance, and warranty registration. By leveraging a RAG pipeline from existing product DIY manuals, the AI-based WhatsApp agent helped customers troubleshoot and resolve minor issues independently. The solution was integrated with the existing ticket management system, enabling automatic ticket generation, assignment, and resolution. Additionally, Kipps.AI introduced scheduled reminders for seasonal and timely product services, boosting predictive maintenance revenue and extending product lifespan.
Impact
By implementing Kipps.ai’s solution, the appliance firm saw a 19% increase in NPS within seven months of installation. It boosted post-sales revenue by 23%, capturing previously lost service and installation revenue. Customer support costs decreased by up to 27% during the peak season for seasonal products. Enhanced customer engagement led to better product reviews and higher overall satisfaction.
