AI-Powered Customer Service Transformation
A fast-growing e-commerce company was struggling to scale their customer service operations. Response times were increasing, customer satisfaction was declining, and hiring enough agents was becoming prohibitively expensive.
- Client: E-commerce Company · Industry: Retail / E-commerce · Duration: 6 months
- Implemented an AI-powered customer service platform that combined intelligent chatbots, automated ticket routing, and agent-assist tools. The solution integrated with their existing CRM and e-commerce platform.
- Automated 65% of routine customer inquiries
- Reduced average response time from 24 hours to 2 hours
- Improved customer satisfaction score from 3.2 to 4.5
- Reduced cost per interaction by 55%
- Automation: 65% — Inquiries handled by AI
- CSAT: 4.5 — Customer satisfaction score
- Response Time: 2hr — Down from 24 hours
- Technologies: Conversational AI, NLP, CRM Integration, Analytics Dashboard