E-commerce
Streamlining customer support
Project Info
Client
ABC Retail Inc.
A leading regional retail chain.
Timeline
20 Aug 2023 - 30 Sep 2023
Category
E-commerce
Location
101 Fifth Avenue, New York, NY
Objective
To reduce the load on the human support team by automating responses to frequently asked questions, while ensuring a high customer satisfaction score (CSAT) and 24/7 availability.
Solution
We developed a custom AI chatbot using OpenAI's GPT-4 API, fine-tuned on the client's historical support tickets and knowledge base. The system was integrated directly into their existing Zendesk workflow. We implemented a 'human-in-the-loop' fallback mechanism for complex queries to ensure seamless escalation.
- Comprehensive analysis of existing workflow bottlenecks.
- Custom implementation of scalable architecture.
- Seamless integration with third-party APIs.
Results
The implementation resulted in a 45% reduction in overall ticket volume within the first month. Response times dropped from an average of 4 hours to under 2 seconds for automated queries. Customer satisfaction scores remained stable at 4.8/5.