Client Profile: A high-volume e-commerce platform facing overwhelming customer inquiries, especially outside business hours.
Challenge: High manual staffing costs; slow response times; decreased customer satisfaction due to delayed answers on logistics/returns.
1. Knowledge Base & Data Curation: Collect and analyze historical query data to build a knowledge base (FAQs, logistics, returns). Train the AI agent model on this corpus.
2. AI Agent Development: Utilize Google Cloud AI/Microsoft Azure AI to develop a multi-turn conversational agent, integrating it across web and social channels.
3. System Integration: Seamlessly integrate the AI agent with the client's Order Management System (OMS) and logistics tracking database.
4. Human-in-the-Loop: Implement a clear escalation mechanism for complex or sensitive queries to be handed off instantly to a human agent.
🔹 Response Time: First response time reduced to under 5 seconds.
🔹 Automation Rate: Level 1 (L1) support queries achieved 70% automation.
🔹 Cost Savings: Significant reduction in night-shift and weekend staffing costs.
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