Pegasus AI Chatbot

As LINE MAN Wongnai grew, its customer experience (CX) team faced the immense challenge of managing up to 600,000 cases per month. The team struggled with workforce inefficiencies during peak and non-peak hours, alongside operational errors caused by frequently changing standard operating procedures (SOPs). The client needed an AI solution to handle high case volumes rapidly without compromising service quality or increasing overhead costs.

Skooldio Tech designed and developed an API-based AI Chatbot that seamlessly integrates with the client’s existing CRM, supporting both bot-direct and human-approved support flows. We built a robust Backoffice system for knowledge management and prompt fine-tuning, paired with a real-time Dashboard to track AI performance. This solution successfully decreased both the average response time and cost per case by approximately 80%, while maintaining a service accuracy rate of around 80%.