How Basics & Beyond cut support tasks by 50% with an AI Assistant
IntelleSync partnered with Basics & Beyond, a leading provider of continuing education for CPAs and tax professionals, to implement a sophisticated AI-driven customer support solution using Voiceflow technology. The aim was to streamline repetitive customer interactions, provide instant 24/7 assistance, and enhance overall client satisfaction and operational efficiency.
The impact
- Reduction in repetitive support tasks by over 50%.
- Instantaneous, round-the-clock customer support.
- Improved accuracy and consistency in handling common inquiries.
Tech Stack
- Voiceflow AI Assistant Platform
- GoTo Webinar API integration with
- Node.js Server for GoTo Webinar OAuth 2.0 Authentication
- Make.com for automated email delivery
The problem
Before deploying the AI assistant, Basics & Beyond managed customer support primarily through manual processes, utilizing email and direct phone interactions handled by a small internal team. According to Basics & Beyond,
“Customer support was managed manually through email and direct phone response by a small internal team. We used shared inboxes and basic CRM tools, which worked but lacked scalability and instant response capability.”
Key challenges included:
- Delayed response times to customer queries.
- High volumes of repetitive inquiries (e.g. certificate lookups, registration confirmations, login link requests).
- Limited hours of support availability.
- Difficulty in managing and updating FAQs consistently.
As Basics & Beyond noted, these challenges created a scenario where,
“response delays, repetitive inquiries, and limited support hours were key inefficiencies.”
The solution
Steven implemented a custom-built Voiceflow AI Assistant, thoughtfully named "JoJo" by the client, to address the unique customer support needs of Basics & Beyond. Reflecting on the standout features, Basics & Beyond highlighted that,
he ability to integrate our specific CE rules, registration system, certificate lookup, and group registrations into the AI assistant made a major difference. Additionally custom prompt tuning and natural language recognition significantly improved response quality."
The result
Through Stevens expert deployment of the Voiceflow AI Assistant, Basics & Beyond successfully modernized their customer support, enhancing both client satisfaction and internal productivity. The AI-driven solution has proven to be an indispensable asset in managing seasonal peaks and ensuring consistent, high-quality customer service.
See it in action
Live client link: https://www.cpehours.com
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IntelleSync partnered with Basics & Beyond, a leading provider of continuing education for CPAs and tax professionals, to implement a sophisticated AI-driven customer support solution using Voiceflow technology. The aim was to streamline repetitive customer interactions, provide instant 24/7 assistance, and enhance overall client satisfaction and operational efficiency.
The impact
- Reduction in repetitive support tasks by over 50%.
- Instantaneous, round-the-clock customer support.
- Improved accuracy and consistency in handling common inquiries.
Tech Stack
- Voiceflow AI Assistant Platform
- GoTo Webinar API integration with
- Node.js Server for GoTo Webinar OAuth 2.0 Authentication
- Make.com for automated email delivery
The problem
Before deploying the AI assistant, Basics & Beyond managed customer support primarily through manual processes, utilizing email and direct phone interactions handled by a small internal team. According to Basics & Beyond,
“Customer support was managed manually through email and direct phone response by a small internal team. We used shared inboxes and basic CRM tools, which worked but lacked scalability and instant response capability.”
Key challenges included:
- Delayed response times to customer queries.
- High volumes of repetitive inquiries (e.g. certificate lookups, registration confirmations, login link requests).
- Limited hours of support availability.
- Difficulty in managing and updating FAQs consistently.
As Basics & Beyond noted, these challenges created a scenario where,
“response delays, repetitive inquiries, and limited support hours were key inefficiencies.”
The solution
Steven implemented a custom-built Voiceflow AI Assistant, thoughtfully named "JoJo" by the client, to address the unique customer support needs of Basics & Beyond. Reflecting on the standout features, Basics & Beyond highlighted that,
he ability to integrate our specific CE rules, registration system, certificate lookup, and group registrations into the AI assistant made a major difference. Additionally custom prompt tuning and natural language recognition significantly improved response quality."
The result
Through Stevens expert deployment of the Voiceflow AI Assistant, Basics & Beyond successfully modernized their customer support, enhancing both client satisfaction and internal productivity. The AI-driven solution has proven to be an indispensable asset in managing seasonal peaks and ensuring consistent, high-quality customer service.
See it in action
Live client link: https://www.cpehours.com
Custom widget with image and animation:
Database search and user verification with visual cues.
Custom privacy policy
Custom signup forms