About Biamp
Biamp is a global organization specializing in state-of-the-art audio-visual solutions. The company develops a wide range of entertainment products that are used in diverse settings, from the JFK Forum at Harvard University to Hershey Amusement Park in Pennsylvania. Biamp’s portfolio includes innovative sound processing and distribution technologies, cutting-edge video conferencing tools, and intuitive control systems. All of Biamp’s solutions are designed to facilitate seamless communication and immersive experiences for its customers.
Challenge
When Biamp began its search for an AI solution, it was focused on both internal and external improvements. The company needed a platform that could:
- Cut operational costs and maximize resource efficiency
- Provide consistent and personalized customer service across multiple channels
- Create a reliable and secure AI system to support internal workflows, especially in HR
- Handle repetitive queries accurately, freeing up employee time for strategic initiatives
- Embed AI directly on the website with stable and secure deployment
Toyon Nurul Huda, a data scientist at Biamp, recognized the need for a tool that could improve both internal and external communication workflows. Internally, the company aimed to streamline repetitive tasks, while externally, they wanted a more consistent and responsive customer support experience.
“CustomGPT has opened new doors for how Biamp interacts with customers and internal audiences. With its advanced GPT-4 capabilities, CustomGPT allows Biamp to quickly address the most common questions and requests for information, making it far faster and more efficient to deliver answers. This has not only enhanced our external customer interactions, adding a new level of responsiveness but has also measurably boosted internal productivity. Our internal chatbots, like the HR Bot, have become essential tools in improving employee experiences and operational efficiency. All of this is achieved within a user-friendly, no-code environment that prioritizes security and privacy, aligning perfectly with our business requirements.”
Md Nurul Huda (Toyon)
Data Scientist, Biamp.com
Biamp’s Solution
Biamp chose CustomGPT as its AI partner due to its advanced GPT-4 capabilities, robust data integration features, no-code interface, and enterprise-level security.
The approach included:
- Uploading large data sets and Biamp’s sitemap to feed into the AI model
- Training the AI using internal documentation and resources to ensure accurate, non-hallucinatory responses
- Embedding a live AI-powered chat feature directly on the company’s homepage for customer interaction
- Leveraging the multi-language capabilities of CustomGPT to support global users instantly in 90+ languages
- Deploying internal bots, such as the HR Bot, to serve as trusted and accurate knowledge resources for employees
CustomGPT’s seamless web deployment and secure infrastructure allowed Biamp to maintain privacy compliance while rapidly improving user experiences.
Biamp’s Results
CustomGPT’s integration into Biamp’s operations has yielded significant results, particularly in the areas of decision-making and customer interactions. Working with CustomGPT has enabled Biamp to not only respond more quickly and accurately to customer inquiries but also to anticipate customer needs and preferences. As a result, there has been a noticeable improvement in customer satisfaction and engagement.
CustomGPT’s analytics have provided Biamp with insights into customer behavior and trends. This data-driven approach has enabled Biamp to tailor their products and services more effectively to meet the evolving demands of the market. Moreover, the automation of routine inquiries and support tasks has freed up valuable time for Biamp’s customer service team, allowing them to focus on more complex and personalized customer interactions. These improvements in efficiency and customer service reflect Biamp’s commitment to providing effective and excellent communication solutions.
Why it Worked
CustomGPT’s success at Biamp can be attributed to several key factors:
- Security and Compliance: CustomGPT met Biamp’s strict security requirements, making it a trustworthy platform for both internal and external use.
- No-Code Flexibility: The no-code interface allowed Biamp’s team to quickly configure, train, and deploy their AI bots without needing dedicated developers.
- Accuracy and Trust: By allowing Biamp to train the AI using internal resources and documents, the solution delivered highly accurate, hallucination-free responses.
- Rapid Deployment: The full AI integration was completed in less than 30 days, enabling fast returns on investment.
- Scalability and Multilingual Support: The AI was instantly usable in 90+ languages, supporting Biamp’s global customer base with no added friction.
Conclusion
Biamp’s partnership with CustomGPT has significantly improved how the company communicates with customers and employees. The deployment has resulted in faster, more consistent service, cost savings through automation, and increased employee productivity. By centralizing knowledge and providing real-time support, Biamp now delivers on its promise of seamless and immersive communication experiences.
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