Background

Nase AI is a growing technology company specializing in scalable AI-based tools for businesses. As its user base expanded across multiple sectors, so did the volume and complexity of customer service requests. To ensure timely, consistent, and personalized responses across channels, Nase AI partnered with Naku Lab to develop an intelligent customer service system powered by custom AI agents.

Challenge

Nase AI’s customer support team was facing operational strain due to increasing ticket volume. The existing live chat and email systems lacked automation, resulting in delayed response times, inconsistent information delivery, and high operational overhead. The goal was to automate 70–80% of incoming inquiries, while preserving a natural, helpful, and on-brand user experience.

Our Approach

1. Use Case Mapping & Intent Design
   We began by analyzing historical support tickets and FAQs to identify common user intents. These were categorized into core support areas: onboarding, billing, technical support, and product navigation.
2. AI Agent Development
   Using Dialogflow and custom NLP layers, we developed a multilingual chatbot capable of understanding both structured and open-ended queries. The agent was integrated with CRM and internal knowledge bases to provide context-aware answers.
3. Omnichannel Integration
   The AI system was deployed across Nase AI’s support channels—including website live chat, WhatsApp Business, and in-app support—ensuring consistent service delivery regardless of touchpoint.
4. Human-in-the-Loop Escalation
   A smart handoff mechanism was implemented, allowing the bot to escalate unresolved issues to human agents with full chat history and sentiment context, reducing handling time and improving resolution quality.
5. Monitoring & Continuous Learning
   Post-launch, we implemented performance tracking tools and feedback loops to improve intent recognition accuracy and response relevance through retraining.

Results

• Automated 78% of total support inquiries within the first 60 days
• Reduced average response time from 8 minutes to under 30 seconds
• Increased customer satisfaction (CSAT) by 24%
• Reduced support team workload by over 40%

Conclusion

Through advanced AI integration, Naku Lab enabled Nase AI to scale its customer support efficiently without compromising on quality. The result: a faster, smarter, and more scalable customer service experience tailored for growth.