How a professional services firm implemented an AI chatbot that handles 70% of routine customer questions automatically, reducing response time from hours to seconds and freeing the team to focus on complex issues.
A growing software consulting firm in Coeur d'Alene, Idaho was experiencing customer service challenges as they scaled from 50 to 150 clients. Their small support team received 200-300 inquiries per week, many asking similar questions about:
The 3-person support team was overwhelmed, leading to 4-6 hour response times during business hours and complete unavailability after hours and on weekends. Customer satisfaction scores were declining, and the company was considering hiring 2-3 additional support staff.
7Lift.ai implemented a custom AI chatbot integrated directly into the company's website and client portal. The chatbot:
Trained on the company's knowledge base, help documentation, and 2 years of support ticket history
Integrated with their CRM to look up client account information and ticket status
Available 24/7 via website widget and client portal
Escalates complex or sensitive issues to human agents with full conversation context
Learns from human agent corrections to improve over time
Analyzed support tickets to identify most common question types, reviewed existing help docs, and catalogued product features.
Built AI knowledge base, created conversation flows for top 20 question types, and integrated with CRM API for account lookups.
Internal team tested with 100+ scenarios, refined responses, adjusted escalation triggers based on confidence thresholds.
Deployed to 20% of website visitors, monitored conversations closely, gathered user feedback, made adjustments.
Expanded to all visitors, added proactive suggestions, implemented feedback loops from support team.
Additional Benefits:
AI chatbots work well for any business that receives repetitive customer questions. Best applications include:
Key requirements are documented answers to common questions, willingness to review and refine AI responses, and clear escalation rules for when human judgment is needed.
Schedule a strategy call to discuss how a chatbot can reduce response times and free your team.
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