A Leading E-commerce Platform
Automated Customer Support with AI-Powered Chatbots
Challenge
The client faced increasing customer service requests that overwhelmed their support team. They wanted to reduce response times and improve customer satisfaction while keeping operational costs low.
Solution
Z AI implemented a chatbot powered by LLMs capable of understanding and responding to customer queries in real-time. The chatbot was integrated with the client’s customer data and order management systems, enabling it to provide personalized responses to customers, such as order status updates, product recommendations, and FAQs. By utilizing natural language understanding (NLU), the chatbot could handle more nuanced customer inquiries, improving the overall customer experience.
Results
Reduced support costs: The chatbot handled 60% of incoming customer queries autonomously, leading to a 25% reduction in customer service team size.
Faster response times: The average response time to customer queries decreased by 50%, boosting customer satisfaction.
Improved sales conversion: The chatbot’s personalized product recommendations led to a 10% increase in sales from chatbot interactions.