Overview
A global smart home automation provider experienced rapid growth in connected device adoption, which drove a sharp increase in customer support demand. Even with extensive product documentation, customers still relied heavily on support teams for setup help, connectivity issues, and common troubleshooting questions, putting pressure on response times and service quality.
TechWish addressed this challenge with a Cognitive Assistant grounded by a knowledge base created using ATLAS – TechWish’s proprietary data ingestion and transformation accelerator. The solution unified enterprise knowledge, support history, and troubleshooting guidance into a single support experience, helping customers resolve common issues directly and reducing the need for agent intervention.
