Client Overview
Company: Fluke Networks, a global leader in network performance diagnostics.
Objective: Streamline technical support and reduce load on human agents through an intelligent AI-powered assistant.
Goal: Provide instant support for network testing tool inquiries, automate troubleshooting guides, and enhance user engagement on their platform.
Need: A domain-specific AI assistant capable of handling complex technical queries and integrating with knowledge bases.
Challenges
Fluke Networks faced several critical support issues:
- High volume of repetitive technical inquiries
- Difficulty scaling support for global users across time zones
- Delayed response to Tier-1 support questions
- Limited integration between helpdesk and knowledge base
- Manual routing of support tickets
Our AI Chatbot Solution
Exult AI developed a domain-specific AI assistant tailored for Fluke’s complex networking products:
- Automated Tier-1 Technical Support
- Knowledge Base Integration
- Multilingual Capability for Global Teams
- Real-Time Ticket Creation via CRM
- AI-Powered Troubleshooting Flowcharts
Benefits Realized
- Reduced Ticket Volume by 55% through automated Tier-1 support
- 30% Increase in First-Time Resolution with guided AI flows
- Improved Global Coverage with 24/7 multilingual support
- Faster Ticket Routing with AI-assisted prioritization
- Increased User Satisfaction due to instant, contextual responses
Conclusion
The Exult AI Assistant became a core asset in Fluke Networks’ support strategy. It not only reduced operational workload but also improved accuracy and customer satisfaction. With real-time knowledge access and automation, the assistant allowed Fluke to maintain a leaner support team while scaling its global footprint.
Key outcomes:
- 55% fewer support tickets
- 3x faster response time
- 24/7 multilingual support
- 40% cost savings on customer service operations
