24/7 AI customer service agent
Challenge. Overwhelming inquiries outside business hours, high manual staffing cost, and slow responses on logistics and returns.
Approach
- Knowledge-base curation from historical queries
- Multi-turn AI agent across web and social channels
- Integration with order management & logistics tracking
- Human-in-the-loop escalation for complex cases
Outcomes
- First response
- under 5 seconds
- L1 automation
- 70%
- After-hours cost
- sharply reduced