NeuroDesk AI — Case Study | Hexacod

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Outline

• NeuroDesk AI
• About this project
• Key features & capabilities
• Natural Language Understanding
• Multilingual Response Engine
• Automated Ticket Creation & Routing
• CRM Synchronisation
• Analytics Dashboard
• Omnichannel Deployment
• Challenges we solved
• Tech stack used
• What was delivered

Extracted content

SaaSNeuroDesk AITransforming customer support with intelligent automationAn intelligent chatbot platform for businesses that automates customer support across web and mobile. Delivers NLP understanding, multilingual responses, ticket creation, CRM sync, and a rich analytics dashboard.Timeline5 monthsClientEnterprise SaaSPlatformsWeb, iOS, Android, APIStart a projectAll projects85%Reduction in support tickets24/7Always-on support coverage12+Languages supported< 1sAverage response timeProject OverviewAbout this projectNeuroDesk AI is a full-stack customer support automation platform built for enterprise clients who need to scale their support operations without scaling headcount. The system handles thousands of concurrent conversations across web widgets, mobile SDKs, and social channels — understanding context, language, and intent to deliver instant, accurate responses. When a query falls outside its confidence threshold, it creates a ticket, enriches it with conversation history, and routes it to the right human agent — all with full CRM synchronisation.What We BuiltKey features & capabilities01Natural Language UnderstandingPowered by GPT-4 with custom fine-tuning on client-specific knowledge bases, the bot understands nuanced queries, remembers conversation context, and handles follow-up questions naturally — even across language switches mid-conversation.02Multilingual Response EngineAutomatically detects the user's language and responds in kind across 12+ languages. Translations are context-aware — not literal — ensuring cultural nuance is preserved for global customer bases.03Automated Ticket Creation & RoutingWhen the AI cannot confidently resolve a query, it creates a detailed support ticket pre-populated with conversation history, sentiment score, priority level, and user profile data — then routes it to the correct agent queue.04CRM SynchronisationBi-directional sync with Salesforce, HubSpot, and Zendesk keeps customer records up to date in real time. Every interaction is logged, tagged, and attached to the correct customer profile automatically.05Analytics DashboardA real-time command centre showing resolution rates, CSAT scores, conversation volume, peak hours, escalation rates, and agent performance. Exportable reports and custom KPI alerts keep management informed.06Omnichannel DeploymentDeploy as a web widget, mobile SDK (iOS/Android), or API endpoint. Conversations are persistent across channels — a user can start on web and continue on mobile without losing context.Problem → SolutionChallenges we solvedChallengeHigh ticket volume was overwhelming support agents, with 70% of queries being repetitive FAQs.SolutionBuilt a knowledge-base-powered AI layer that handles all Tier-1 queries autonomously, instantly deflecting repeat questions and freeing agents to focus on complex issues.ChallengeCustomers spoke multiple languages but the existing system only supported English.SolutionImplemented a real-time language detection and context-aware translation pipeline, enabling the bot to handle 12 languages without any manual configuration from the support team.ChallengeNo unified view of customer interactions across CRM,