Calab.ai's GenAI Triage solution enables organisations to quickly manage and respond to an influx of customer complaints and queries by deploying specific response templates and appropriately routing messages. This ensures that customers are kept informed, reassured, and supported throughout the incident. The system allows for the rapid configuration of a new CrowdStrike Category in under 60 seconds, by setting up a new category, adding a description, and routing issues to the relevant internal departments for efficient handling of complaints and support tickets.  

Calab.ai's GenAI Triage is a revolutionary solution that leverages state-of-the-art Generative AI technology to streamline and accelerate the routing and response process for enterprise emails and inquiries. Our solution employs structured templates for governance and a unique large language model methodology, which requires significantly less training data while achieving exceptional accuracy.

With an accuracy rate exceeding 90%, our system operates at a speed five times faster than human counterparts. This efficiency was particularly evident during the recent CrowdStrike global outage, which affected approximately 8.5 million devices due to a faulty update in their Falcon security software. During such critical incidents, swift and effective communication with customers is crucial.

Key Features and Benefits

1. Efficient Categorisation and Routing:

• Automated Categorisation: The solution can automatically categorise incoming queries related to the CrowdStrike outage based on keywords and context. For example, messages containing terms like "outage," "service down," or "CrowdStrike issue" can be flagged and categorized under a specific "CrowdStrike Outage" category.

• Targeted Routing: Once categorised, these queries can be routed to the appropriate teams or departments, such as the technical support team, customer service, or incident response team. This ensures that each query is handled by the most qualified personnel.

2. Rapid Deployment of Response Templates:  

• Quick Template Creation: In response to the CrowdStrike outage, the GenAI Triage solution allows for the rapid creation and deployment of customised response templates. These templates can be crafted to address common concerns and questions, providing consistent and accurate information across all customer communications.

• Pre-approved Messaging: The use of pre-approved templates ensures that responses are in line with the company's messaging and compliance guidelines, minimising the risk of misinformation.

3. Centralised Communication Management:

• Unified Inbox: The GenAI Triage solution centralises all customer communications, including emails, messages, and social media inquiries, into a single platform. This unified inbox allows teams to manage the influx of queries efficiently, ensuring that no customer concerns go unanswered.

• Real-time Updates: The system can provide real-time updates to customers about the status of the outage and estimated resolution times, keeping them informed and reducing uncertainty.

4. Personalised Customer Engagement:

• Tailored Responses: While templates provide a baseline, the GenAI solution can personalise responses based on customer history, previous interactions, and specific concerns. This personal touch can help reassure customers and demonstrate that their issues are being taken seriously.  

• Follow-up and Escalation: For more complex issues or highly concerned customers, the system can flag queries for follow-up or escalation to ensure they receive the attention they need.

5. Analytics and Reporting:

• Insightful Analytics: The solution can generate analytics on the volume and nature of queries received during the outage, providing valuable insights into customer concerns and the effectiveness of the communication strategy.

• Post-Incident Review: After the outage, these analytics can be used for a post-incident review to assess response effectiveness and identify areas for improvement in future crisis communications.

Conclusion

In the event of a CrowdStrike global outage, the GenAI Triage solution can significantly streamline the process of managing customer communications. By quickly deploying specific response templates, efficiently categorising and routing queries, and providing real-time updates, the solution ensures that customers are well-informed and supported. This not only helps in maintaining customer trust and satisfaction during a critical incident but also allows the organisation to manage the situation effectively and professionally.

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