The Challenge: Scaling Customer Support for High-Volume Service Requests
DLM Media faced growing operational challenges as they expanded their DirecTV commercial service across the U.S. Their team was responsible for both sales and ongoing customer support, creating key bottlenecks:
- High call volume for service and troubleshooting requests.
- Delays in response times due to limited agent availability.
- Difficulty handling after-hours support, impacting customer satisfaction.
- Inefficiencies in tracking, categorizing, and escalating customer issues.
Without automation, support reps spent hours on repetitive service calls, slowing down operations and increasing labor costs.
The Solution: Automating Support with Dapta AI
Dapta AI transformed DLM Media’s customer service workflows by:
- Automating first-line troubleshooting to resolve common technical issues.
- Transcribing and categorizing support calls, allowing for faster follow-up.
- Providing 24/7 AI-driven assistance, reducing the need for human intervention.
- Seamlessly integrating into existing workflows, escalating only complex cases to human agents.
With an intuitive setup, Dapta allowed DLM Media to quickly deploy AI-powered support without requiring technical expertise.
The Results: Faster Resolution and Improved Customer Experience
With Dapta, DLM Media achieved:
- 3x faster response times, reducing wait times for customers.
- 50% reduction in manual work, freeing agents to handle high-priority issues.
- 24/7 customer support without additional staffing costs.