Introduction
Boosting call resolution speeds through smarter knowledge management
Tasked with managing hundreds of daily queries, a global retailer’s customer service team had to surface the right answers as quickly as possible. But keeping calls efficient and customers satisfied was no small feat, given the huge volume of content and the varied languages, policies, and procedures across locations.
The client wanted to leverage Large Language Models (LLMs) to speed up response times and improve return on investment (ROI). However, both documentation and code required improvement. They needed a content expert with strong technical skills to harness AI while maintaining content quality. We were that expert.
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Challenge
Balancing AI efficiency with human expertise
Using AI to increase efficiency and reduce customer service response times had to be balanced with strict quality standards. Keen to explore LLMs across their business, the client first had to overcome several technical and content hurdles.
The issues we encountered:
- Internal jargon had to be reduced, while maintaining alignment with the client’s tone of voice.
- Vast, complex body of content to manage.
- DITA XML code required restructuring — a time-consuming, labour-intensive, and costly process.
- LLMs were used to review and redraft content, with human checks maintained to ensure quality.
Tight deadlines in place despite limited t
Our approach
Immediate results through seamless client integration
At Altuent, our approach focuses on working closely with the client’s teams, enabling rapid starts without lengthy onboarding. From the outset, our deep familiarity with the client’s systems and processes meant we could hit the ground running, delivering value from day one. This insight also enabled us to provide constructive feedback on workflows, streamline existing procedures, challenge assumptions, and offer recommendations on tools and adherence to the style guide. Our goal? To look for ways to be more efficient and give value back to our client.
Working within their systems and tools, we maintained seamless communication and collaboratively planned upcoming focus areas. We reviewed content priorities with the client to ensure full alignment with their production cycles, and our writers liaised directly with subject matter experts (SMEs) to keep timelines on track.
Our team reviews drafts generated by LLMs, resolving most issues independently while involving the client only when necessary.
Our writers then updated internal trackers regularly, keeping stakeholders up to date and collaborating closely with client project management to streamline workflows.
The results
Measurable improvements in quality, efficiency, and response times
Following this project, content quality scores consistently exceeded the Acrolinx 75-point goal, reaching between 80 and 100. Significant reductions in word count also improved content clarity and usability.
More importantly, customer service agents’ response times were tracked and demonstrated a noticeable decrease, enabling faster retrieval of answers and quicker resolution of customer enquiries.