How Oswaal Books Elevates Customer Support with LimeChat’s Gen AI-Powered Bot

Oswaal Books is a leading educational publisher, renowned for offering high-quality study materials, reference guides, and question banks for students and educators across various academic disciplines. With a strong commitment to customer satisfaction, Oswaal Books continually seeks to improve its customer service, especially as its user base grows.

To stay ahead of evolving customer needs, the company integrated LimeChat’s Gen AI-powered chatbot to enhance customer engagement and support.

Challenge

Shreya Panicker, Chief of Staff at the Founder’s Office, identified a recurring issue: Oswaal Books was receiving numerous free-text queries about their book series, availability, and recommendations. These unstructured, nuanced questions exceeded the capabilities of the existing chatbot, which led to:

• High escalation rate, a large number of queries being handed over to agents
• Overburdened support teams, which struggled to handle both routine and complex inquiries
• Lower customer satisfaction, as many queries remained unresolved or delayed.

Oswaal Books needed a solution that would automate these interactions more effectively and improve response accuracy, thereby enhancing the overall customer experience.

Objectives

Shreya established clear goals to address these challenges:

• Boost Automation: Equip the chatbot to handle complex, free-text queries independently.
• Enhance Resolution Rates: Improve the bot’s ability to resolve queries autonomously, minimizing handoffs to agents.
• Optimize Human Resources: Reduce agent involvement in routine inquiries, allowing them to focus on more complex customer issues.

Solution: LimeChat’s Gen AI-Powered Bot

To meet these objectives, Oswaal Books implemented LimeChat’s Gen AI-powered chatbot:

• Data Scraping and AI Training: LimeChat fine-tuned its AI model using data from Oswaal Books’ website. This ensured the bot had the necessary context and information to respond accurately to a wide range of customer queries.
• Free-Text Query Handling: The AI-powered bot was specifically designed to process unstructured, free-text inquiries, understand nuanced questions, and provide relevant recommendations and answers to users.

• Human-like Conversations: LimeChat’s Gen AI enabled the bot to engage in natural, conversational dialogues with customers, offering real-time, personalized responses that felt human-like and seamless.

Results

• Increased Automation:
  • Prior to Gen AI Implementation: 79% of queries were automated.
  • Post-Implementation: 86% of queries were handled by the chatbot, resulting in a 7% increase in automation.
• Improved Resolution Rates:
  • The performance enhancement of the chatbot led to a 50% improvement in the number of tickets resolved by the bot, minimizing agent handoff.
• Revenue Impact: INR 10 lakh+ revenue influenced from WhatsApp within 30 days

The increased automation and the higher resolution rate resulted in faster response times, optimized resource allocation, and enhanced customer satisfaction. With the chatbot now handling the majority of customer queries, Oswaal Books is well-positioned to scale its customer support operations as it continues to grow.