I am currently leading a project with a dedicated three engineer team, focused on refining Freetobook client ticket support system. Our primary goal is to help clients resolve common issues independently. By providing them with immediate guidance, we aim to deliver faster suggestions to reduce delays for simple issues.
We are not looking to replace Freetobook support staff, as many client questions require expert knowledge and access to various internal and external systems. Instead, our LLM powered solution will function as an information banner within the support interface. It will proactively guide clients toward quick, actionable solutions for simpler, more routine problems, so they do not have to wait for a direct reply from a support agent. However, it will never prevent clients from asking questions, nor answer requests in chat form like a support team member would. This approach allows Freetobook to concentrate on more complex and unique challenges, while ensuring that common, repetitive questions receive feedback right away.
I am working on this project in a fractional capacity, dedicating a couple of hours per week with the team. My role involves upskilling the team and driving the project via weekly meeting with well defined goals and data driven decisions.
