GreeceEducation2025 – ongoing

PeopleCert

CertyPal customer service chatbot

PeopleCert's CertyPal chatbot handles 200-plus enquiries a day and lifts first-contact resolution 61%

WorkingVendor's case studyVendor ↗

Problem

The exam and certification company relied on a logic-tree online chat for customer enquiries, which left routine questions with the customer service team.

Approach

PeopleCert built CertyPal with Microsoft Copilot Studio and Azure OpenAI to replace the earlier chat. It uses sentiment analysis and monitoring, and the company plans to add transactions and exam scheduling.

Results

61%increase in first-contact resolution; baseline not disclosedVendor's case study[1]

200+enquiries answered daily on average, without human interventionVendor's case study[1]

36.48%reduction in conversation wait timeVendor's case study[1]

Takeaway

CertyPal handled routine enquiries without human intervention, and PeopleCert credited it with helping reduce staff attrition. The reported percentage gains lack baselines and a measurement method.