How Pixels Saved Hundreds of Hours by Automating Service Requests

As Pixels expanded into new territories, the volume of service requests skyrocketed. The team was handling these manually—logging every call and WhatsApp message one by one. This manual process was inefficient and unscalable:

• Staffing Struggles: The seasonal nature of the business made staffing difficult. During peak months, employees had to be pulled from other teams just to keep up with support calls.
• Manual Data Entry: Agents spent hours manually verifying warranty details and logging tickets into the ERP system, leading to delays and potential errors.
• Customer Wait Times: With a manual queue, customers often faced delays in getting their service requests registered and attended to.

Pixels deployed TailorTalk's AI Support Agent on their existing WhatsApp number, creating a fully automated support channel. The solution leveraged advanced AI capabilities to handle complex requests without human intervention.

The AI agent's workflow includes:

• Automated Warranty Verification (OCR): When a customer reports an issue, the AI asks for an image of the product tag. It uses OCR (Optical Character Recognition) to read the serial number directly from the image and checks the warranty status against the database.
• ERP Integration: Examples of valid warranty claims are automatically converted into service tickets in Pixels' ERP system via API, routing the request to the correct service agency immediately.
• Multilingual Voice Support: The agent understands and responds to voice notes and text in multiple Indian languages, making support accessible to customers across different states.
• End-to-End Automation: From initial complaint to ticket generation, the entire process happens automatically, requiring no manual logging or verification by staff.

The AI Support Agent has completely transformed Pixels' customer service operations.

• Hundreds of Man-Hours Saved: By eliminating manual call logging and data entry, the team saves hundreds of hours every month, significantly reducing operational overhead.
• Rapid Scalability: The automated system effortlessly handles the surge in requests during peak seasons without the need for additional temporary staff.
• Zero Manual Errors: Automated OCR reading and ERP entry eliminated typos and verification errors associated with manual processing.
• Improved Customer Experience: Customers receive instant support and ticket generation in their preferred language 24/7, leading to faster resolution times.
• Focused Workforce: "Our team can now focus on what truly matters — ensuring every service request is fulfilled promptly and every customer stays happy," says Aman.

Pixels' successful implementation of TailorTalk's AI Support Agent sets a new standard for manufacturing customer service. Facing rapid growth and a surge in service requests, they moved from a manual, unscalable process to a fully automated solution.

By leveraging AI with OCR for warranty verification and deep ERP integration, they automated the most time-consuming parts of the service lifecycle.

The result is a scalable, efficient support system that saves hundreds of man-hours monthly and works seamlessly across languages. As Director Aman notes, "This has been one of the best use cases of AI that I have come across till date."