As businesses scale, client support becomes a bottleneck. At VNest, repetitive client queries such as onboarding steps, password resets, and basic troubleshooting were consuming a disproportionate amount of time. Support staff found themselves handling routine, low-value tickets, which delayed their ability to respond to complex client issues.
Additionally, the lack of a structured query management system led to fragmented support—some requests came via email, others via WhatsApp, and many through calls. This inconsistency created confusion, delayed resolutions, and impacted the overall client experience.
The challenge was clear: VNest needed a smarter, more scalable solution that could handle repetitive requests instantly while freeing human agents to focus on higher-value conversations.
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To address these issues, VNest developed Clara, an AI-powered virtual assistant integrated seamlessly within the VNest suite. Clara was designed to act as a first line of support, instantly engaging with clients, resolving FAQs, and escalating complex issues when needed.
Key features of Clara included:
Instant Query Resolution: Clara could respond to FAQs within seconds, ensuring 24/7 availability.
Smart Ticketing System: Queries that Clara couldn’t handle were auto-routed to the right support team with complete context.
Knowledge Base Integration: Linked to VNest’s documentation, Clara continuously improved its accuracy over time.
Multi-Channel Presence: Available on websites, WhatsApp, and in-app, ensuring clients always had access to quick support.
Team Load Reduction: Human agents now handled only escalations, not routine questions.
Artificial Intelligence refers to the development of computer systems that can perform tasks that would typically require human intelligence. It involves the creation of algorithms and models that enable machines to learn, reason, perceive.
Adam Peterson
Instant Answers: Response times dropped from hours to seconds, dramatically improving client satisfaction.
Structured Ticketing: Queries were automatically logged and categorized, reducing chaos and duplication.
Reduced Team Load: Routine tasks were offloaded to Clara, allowing support teams to focus on high-priority issues.
Scalable Support: As VNest grew, Clara scaled effortlessly without increasing team size.
Data Insights: Repetitive queries were tracked, helping the team improve onboarding and training resources.
The Impact
With Clara, VNest redefined how client support was delivered. Instead of being reactive, support became proactive, intelligent, and scalable. Clients enjoyed faster resolutions, while teams gained bandwidth to work on strategic improvements.
Clara not only reduced operational inefficiencies but also positioned VNest as a customer-first organization leveraging AI for real impact.
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