How Adobe is using an AI chatbot to support its 22,000 remote workers

  • “Since the initiative went live on April 14, the automated system has responded to more than 3,000 queries
  • With the help of a deep learning and NLP based routing mechanism, 38% of email tickets are now automatically routed to the correct support queue within six minutes.
  • This AI enhancements has reduced the average time required to dispatch and route email tickets from about 10 hours to less than 20 minutes.
  • Continuous supervised training on the routing bot has helped us reach approximately 97% accuracy — nearly on par with a human expert. As a result, call volumes for internal support have dropped by 35%.”

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