With UI to better customer support


The Slovenian company EK Water Blocks (EKWB), one of the world’s leading manufacturers of water cooling solutions for computer processors and memory devices, has improved its customer support with Microsoft’s artificial intelligence. Developed in collaboration with Microsoft partner CREApro and based on Azure Machine Learning, the solution shortened customer support response times by 30 percent and improved customer satisfaction by 10 percent in just three months.

EK Water Blocks is a leading manufacturer of water cooling solutions for computer processors and memory devices used in more than 130 countries. Due to rapid growth, they have faced the challenge of how to address customer inquiries and claims as effectively as possible.

“There are really a lot of inquiries about our products, so we had to quickly analyze the characteristics and necessity of each inquiry in order to assign them to the most suitable employee according to the workload of the team. As we also have a separate customer support group in the United States and the classification of these requests was also done manually by a team in Slovenia, our response to customer requests there was delayed due to the time difference, “he explained. Robert Osojnik, Head of IT Department at EKWB.

In collaboration with CREApro, they developed their own solution through the Azure Machine Learning service. “Azure allows you to quickly build infrastructure at no additional cost or invest in hardware licenses. This also means fast implementation, “Osojnik explained. “In just three months, we shortened the customer support response time by 30 percent, as the query or request was automatically classified and assigned to the right representative in nine out of ten cases. And more importantly, customer satisfaction increased by 10 percent. “

The solution completely eliminated the problems due to the time difference with the customer support group in the USA, which is now automatically assigned claims regardless of their submission time, and facilitated the work of the Slovenian group.

“Such projects shatter the myth that artificial intelligence is only available to the largest companies and that it requires long-term development. They confirm our commitment to the democratization of artificial intelligence, in order to bring its benefits closer to organizations of all sizes. It also shows that today, with artificial intelligence, tangible results that measurably improve business can be achieved extremely quickly, even in a few months, “he said. Mitja Kolbe, Digital Transformation Consultant at Microsoft Slovenia.

“In Slovenia, we meet more and more companies, such as EKWB, who understand the effects and benefits of artificial intelligence and want to include it in their daily business. By developing customized solutions with artificial intelligence, we help them to turn their data into savings and gain new opportunities to generate income and reduce risks, “he said. Klemen Rizman from CREApro. “We use a unique approach to combining artificial intelligence with data, analytics and automation to transform business through all functions and processes. This enables customers to break down silos in their business, create smarter, more flexible and flexible processes, and encourage better decision-making. All of this can be done quickly and on a large scale, thanks to an extensive range of industry-specific solutions for individual industries and features based on Microsoft’s Azure platform, which enables fast, reliable and easy deployment of artificial intelligence solutions. “

EK Water Blocks is already exploring the possibility of using artificial intelligence to optimize inventory and purchase materials, to support the R&D department with production engineering and design, and to help the human resources department find new talent.


Source: Računalniške novice.com – Novice by www.racunalniske-novice.com.

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