Retail Chain · Omnichannel AI Customer Service
Covering pre-sales questions, order tracking and after-sales — 70% of conversations are resolved end-to-end by AI, absorbing 10x volume during peak sales.
The Challenge
Inquiries spiked 10x during sales events, the keyword chatbot gave irrelevant answers, agents were overwhelmed, and slow responses led to bad reviews and cancellations.
The Solution
Built on the Agent Platform and connected to order, inventory and logistics systems, the assistant handles lookups, returns and exchanges; complex cases hand off to humans with full context, and the Evaluation Center monitors answer quality continuously.
The Results
During peak events 70% of conversations were closed by AI, support labor cost fell 35%, average response time dropped from 3 minutes to 5 seconds, and customer satisfaction rose noticeably.
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