Build a chatbot or train one, get hybrid customer support, conversation threshold-based handoffs and support continuity.
Running an AI-based customer support operation hits a wall when chatbots trained on generic data start hallucinating. To ensure accurate responses you need to train the AI models on conversation logs, build RAG pipelines to ground responses in real documentation, build intent classification models and do fine tuning with LoRA. Off-the-shelf AI models need deep training on your data. HitechDigital’s AI-powered customer support services provide this training and infrastructure, while your support operations keep running in hybrid mode with our agents as managed BPO.
We offer a full range of services including 24/7 inquiry handling, routing of bills with AI, intent models trained on your logs, LoRA and chain-of-thought prompting for brand voice. While sentiment analysis helps track polarity scores and send churn and predictive issue alerts, our hybrid AI-customer support uses confidence-based escalation to hand off conversation threads to human agents. Our AI chatbot training and optimization does the conversation data labeling, prompt engineering and continuous fine-tuning that is hard to do in house.
Our support reps process more than a billion interactions annually across ticket queues that we handle. And we deliver an extremely high resolution rate and high cost reduction versus in-house teams. Our teams test your AI chatbot at every training cycle using BLEU scores and perplexity benchmarks so that brand voice is maintained without hallucination. And our 24/7 global ops centers monitor performance and trigger human escalation when confidence thresholds breach. With HitechDigital, you can ensure there’s no disruption in customer support while your chatbot gets trained.
1BN +
Customer interactions processed annually
200 +
Customer support representatives
95 %+
Resolution rate
70 %
Cost savings on support operations
End-to-end AI-powered offerings designed to enhance customer interactions.
Contact Our Experts Today →End-to-end AI-powered offerings designed to enhance customer interactions.
Explore real-world use cases of AI-powered customer support.
Handling frequently asked questions, freeing up human agents to focus on more complex issues
Enhancing customer satisfaction by analyzing customer data to provide tailored recommendations and solutions
Categorizing and channelizing customer inquiries to concerned departments/ agents, streamlining workflows
Analyze customer feedback and social media mentions to identify and address potential issues proactively
Anticipate customer needs and provide proactive assistance like sending reminders or offering troubleshooting tips
Integrating with communication channels such as chat, email, and social media for customer experience at different touchpoints
Delivering smart AI-enabled customer support across a wide range of industry sectors.
AI chatbot training, sentiment analysis, automated inquiry, hybrid support for Enhanced automotive CX
AI chatbots, sentiment analysis, automated support, personalized customer journeys to boost retail sales
Personalized assistance, efficient triage, and secure health information management to elevate patient care
Personalized assistance, efficient triage, and secure health information management to elevate patient care
We offer expertise, seamless integration, and optimized customer experience to drive unparalleled satisfaction.
We optimize chatbots with deep AI/ML knowledge, ensuring accurate, relevant responses
Our systems handle queries efficiently, integrating smoothly with your existing APIs
We understand your unique needs, delivering tailored support for AI and ML products
We deliver precise sentiment feedback, providing actionable insights for continuous service enhancement
Our model blends AI efficiency with human expertise, ensuring smooth escalation paths
We refine your AI models, leading to quicker, more accurate customer problem solving
When it comes to chatbot training, we support many AI/ML platforms like TensorFlow, PyTorch, Dialogflow and Rasa. Our team will adapt and use your existing infrastructure. With a consultative approach in mind, our team will provide suggestions/recommendation on your existing processes, if requested. We ensure chatbot training meets the needs of the platform.
We use Natural Language Processing (NLP) to bifurcate inquiries. Based on the nature of the questions asked and support that is required, we segment inquiries and forward them to the relevant department. Due to this step and the level of automation, we have reduced the long wait times and improved customer satisfaction scores.
Our team uses different metrics for customer sentiment analysis. We mainly use text and voice data to assess different factors such as contradictions, emotions and intensity. These scores are visualized through the dashboard to provide actionable insights into the customer’s experience.
Our model Hybrid AI + Human model is truly unique. It brings together the best of two worlds i.e. human interaction and AI. This model significantly improves customer support services by combining both AI with human interaction to resolve customer queries. In the hybrid model, AI handles regular inquiries. While human agents handle complex issues.
We offer control over chatbot responses. Our process is all about creating custom dialogues. We give your brand a voice and define response parameters. This ensures that messages are consistent with your company’s brand identity and needs.
We use reporting and analytics to track Key performance indicators (KPIs). There are several factors that we track such as resolution time, customer satisfaction scores, and efficiency of agent. We provide comprehensive dashboards that track Key Performance Indicators (KPIs). This data helps us to understand performance and improve customer experience.
Our pricing is based on several factors such as usage, features, and support level. We offer different pricing structures based on the complexity of the project requirements.
Yes, we provide post-implementation support to our clients. Our support is consistent and ongoing. We provide different level of support tiers for matters related to system updates, troubleshooting and monitoring of performance. It is important to select the level of support based on your business requirements, long-term strategic planning and technical expertise of your team.
Yes. Of course. Our system fully integrates with leading CRM systems like Salesforce, HubSpot, and Zendesk. Agents can get a total view of customer interaction that helps serve customers in the best possible manner.
We’ve built our NLP models to work across several languages, so our chatbots can understand and respond in different languages and not limited to just a single language. If your business has operations across different countries, multilingual support can help connect with customers everywhere.
At HitechDigital, we regularly test our models for bias and implement techniques for fine tuning. We believe in implementing fully responsible and ethical AI solutions and our team fully supports us in delivering fair and equitable results.
We’ve got a team of AI and machine learning pros who’ve spent close to ten years working hands-on in this field. We’ve tackled projects for clients in all sorts of industries – finance, healthcare, retail, you name it. That range means we understand how to apply AI in ways that actually fit what businesses need, even as those needs keep shifting.
Prioritizing client’s growth, fostering trust, collaboration, and leading with empowerment to achieve shared success.
Bachal Bhambhani
Sr. Vice President, Sales
Bachal represents HitechDigital in North America, and helps client and our production teams collaborate effectively on projects and partnership initiatives.
Snehal Joshi
Director, Data Solutions & BPM
Snehal, a seasoned leader, manages a large data team. He's delivered numerous projects, driving growth through process innovation for clients across industries.
